Flight Delays In Customer Service Recovery Process Involvement Customer Satisfaction

In terms of the service characteristics, airline service belongs to high-contact service. The reason is that it needs customer personally involve in the process of production. In the process of airline service, time plays an important part in the customer perceived quality. However flights delay is air service inherent product, so it will undoubtedly reduce the overall customer service quality perception. In recent years, the conflicts between passengers and Airline caused by flights delay have been more and more noticeable. At the same time, passengers’ extreme behavior is endless. Therefore, how to improve customer satisfaction, and then seek a better way to solve the conflicts of interest between passengers and airlines has become an important problem. In this paper, according to the perspective of customer satisfaction, we take customer participation as a variable to study service recovery strategy of flights delay hoping to find out the way how to improve customer satisfaction.First of all, this paper summarizes previous studies on the basis of the relevant literature reading, and then proposes the research model and research hypotheses. In this study, according to the feature of Airline and the current condition of flights delay, the research model divides service recovery into responsiveness, compensation, affectivity, reliability four dimensions, divides customer participation into responsible behavior, information search and interpersonal interaction three dimensions. Secondly, this study makes use of a questionnaire to collect relevant data, and then utilizes SPSS16.0and SEM to analyze the collective data, then examine the research model and hypotheses so that achieve the relation of service recovery, customer participation and customer satisfaction in flight delays. Lastly, according to the result of empirical study, we try to indentify the main problems in the current service recovery of flight delays and propose the relevant countermeasures and suggestions to solve them, and then increase passengers’ satisfaction and improve the relationship between passengers and Airline.