Study On The Customer Satisfaction Of Civil Commercial Airline In China

Civilian commercial airlines take leading role of China's economy in the new century, with China's continuous economic development, China's civil aviation industry are facing a new round of development stage, in this environment, what the airlines marketing strategy to attract customers, how to enhance customer confidence and maintain existing customers while increasing customer satisfaction and loyalty is more important,now. This paper focuses on customer satisfaction, build customer satisfaction model of factors affecting customer satisfaction, a series of studies.In this paper, the airline brand image, customer expectations, perceived value, perceived quality, customer complaints, customer satisfaction and customer loyalty related studies were reviewed, to build customer satisfaction research model, using a questionnaire survey of empirical research methods to explore the airlines brand image, customer expectations, perceived value, perceived quality, customer complaints, customer satisfaction and customer loyalty impacts; papers in the correlation analysis using SPSS and regression analysis, statistical analysis methods for data processing, derived impact on customer satisfaction factors among a series of conclusions; and conclusions based on this paper, airline customer satisfaction by improving the policy proposals.