Customer Segmentation Based on Self-Organizing Maps: A Case Study on Airline Passengers

  • İlkay YELMEN Istanbul Aydın University
  • Serpil ÜSTEBAY Istanbul Medeniyet University
  • Metin ZONTUL Istanbul Arel University
Keywords: Customer Segmentation, Clustering, Self-Organizing Map

Abstract

Customer segmentation is a customer grouping model based on common features and it directly relates with customer satisfaction of the companies. It provides access to the right customer with the right methods by knowing the customer better. Dealing with changes in a competitive market means airlines have to redefine customer segmentations, which translates from social-demography to a more complex behavioral approach that covers the entire travel experience and the way airlines deliver at every touch point. In this paper, a customer segmentation was performed using an airline ticket sales data. Customers with similar sales tendencies were clustered by using self- organizing map method and totally 15 clusters were obtained.

Published
2020-07-28
How to Cite
[1]
İlkay YELMEN, S. ÜSTEBAY, and M. ZONTUL, “Customer Segmentation Based on Self-Organizing Maps: A Case Study on Airline Passengers”, JAST, vol. 13, no. 2, pp. 227-233, Jul. 2020.
Section
Articles