This study explores the enhancement of customer satisfaction in the airline
industry, a critical factor for retaining customers and building brand
reputation, which are vital for revenue growth. Utilizing a combination of
machine learning and causal inference methods, we examine the specific impact
of service improvements on customer satisfaction, with a focus on the online
boarding pass experience. Through detailed data analysis involving several
predictive and causal models, we demonstrate that improvements in the digital
aspects of customer service significantly elevate overall customer
satisfaction. This paper highlights how airlines can strategically leverage
these insights to make data-driven decisions that enhance customer experiences
and, consequently, their market competitiveness.

该研究探讨了航空业中提高顾客满意度的方式，这是保留顾客和建立品牌声誉的关键因素，对于收入增长至关重要。通过机器学习和因果推断方法的结合，我们研究了服务改进对顾客满意度的具体影响，重点关注在线登机牌体验。通过详细的数据分析，涉及多个预测和因果模型，我们证明了客户服务的数字方面的改进显著提高了整体顾客满意度。这篇论文强调了航空公司如何战略性地利用这些见解做出数据驱动的决策，以提升顾客体验，从而增强市场竞争力。