中国民用商业航空公司客户满意度研究

发布时间：2019-06-12 19:21

【摘要】：民用商业航空公司对我国经济的带动作用不容置疑,新世纪随着中国经济的不断发展,我国民用航空业迎来了新的一轮发展阶段,在这种环境下,各航空公司采取何种营销策略吸引客户,如何增强客户的信心,维持老客户的同时,提高满意度进而形成顾客忠诚这一问题显得尤为重要。本文围绕客户满意,构建客户满意度模型对客户满意度的影响因素进行了一系列的研究。本文对航空公司品牌形象、客户期望、感知价值、感知质量、客户抱怨、客户满意度和客户忠诚相关研究进行了综述,构建了客户满意度研究模型,采用问卷调查的实证研究方法,探讨航空公司品牌形象、客户期望、感知价值、感知质量、客户抱怨对客户满意度及客户忠诚的影响；论文采用SPSS中的相关分析和回归分析的统计分析方法进行数据处理,得出了有关客户满意度影响因素间的一系列结论；并在研究结论的基础上,本文提出了通过提高航空公司客户满意度的对策建议。
[Abstract]:The driving effect of civil commercial airlines on China's economy is indisputable. With the continuous development of Chinese economy in the new century, China's civil aviation industry has ushered in a new round of development stage. in this environment, what marketing strategies airlines adopt to attract customers, how to enhance customer confidence, how to maintain old customers, at the same time, it is particularly important to improve satisfaction and form customer loyalty. This paper focuses on customer satisfaction and constructs a customer satisfaction model to study the influencing factors of customer satisfaction. This paper summarizes the research on airline brand image, customer expectation, perceived value, perceived quality, customer complaint, customer satisfaction and customer loyalty, constructs the research model of customer satisfaction, and discusses the influence of airline brand image, customer expectation, perceived value, perceived quality, customer complaint on customer satisfaction and customer loyalty by using the empirical research method of questionnaire survey. This paper uses the statistical analysis method of correlation analysis and regression analysis in SPSS to process the data, and draws a series of conclusions among the influencing factors of customer satisfaction, and on the basis of the research conclusions, this paper puts forward some countermeasures and suggestions to improve the customer satisfaction of airlines.
【学位授予单位】：华东理工大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F274;F562;F224

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