| Along with the rapid development of China's voyage transportation, the service competition becomes more and more fierce between voyage companies day by day, resulting in that competing press in market increases and air ticket price plummets, which produces enormous press to traditional voyage companies, and leads to some great and weak voyage companies exiting the market. Capital airport VIP Service management limited company is a subordinate airport ground VIP service institution to capital airport group, and the main business is to provide service which including inward and outward service, extending inward and outward service, common travelers'enquiring service, official airplane fly agency, flight ground safeguard and selling air tickets and so on to the Home Affairs and business guests who get in and out the airport. With the expansion of the organization and increasing number of VIP guests, higher demands are raised to service quality, so developing a comprehensive business system is imperative, meanwhile completing the existing customer basic data, data mining and conducting deep requirement and action analysis in the new system, in order to promoting quality of VIP service, is the new task and challenge to current informationize construction.The article designs and develops airport VIP customer service analysis system, which mainly realizes information management, customer service management and customer action analysis to capital airport VIP Service management limited company. Customer information management includes customer basic information management, membership card management, account management and so on. Customer service management includes querying scheduled flight, booking air ticket, booking hotel and telephone check-in service and so on. Customer action analysis completes customer basic data at first, modeling customers'satisfaction degree by their actions, analyzing current value and potential value of customers, and then subdividing the VIP customers with clustering analysis algorithm in data mining, and finally finding the most important customers, the second most important customers and the important customers in order to make a distinction among them, and give them different service by their level, satisfying their individual demands. Applying data mining theory to airport VIP customer service analysis system makes a beneficial trial in application of Customer Relationship Management (CRM) based on Data Mining (DM).Test result makes clear that the system has good stability and reliability, which not only achieves effectively information management of airport VIP customers, but also makes accurately decision to customer service, so the system improves tremendous economic and society benefit to the company. |
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