The Study On Customer Satisfaction Of Mongolian Civil Air Transportation Corporation

With the development and strengthening of Mongolia foreign economic exchange and international investment, Mongolia Airlines has gained rapid development, but there are still some problems in the aspect of customer satisfaction management. For Mongolia airlines, how to construct a scientific, reasonable concept of customer satisfaction model and evaluation index system, to evaluate the status of the customer satisfaction of Mongolia airlines, finally take the strategy to improve customer satisfaction, to build the core competitiveness of Mongolia airlines, has important theoretical value and practical significance.Firstly, this paper reviewed the concept of customer satisfaction related research results, and carefully studied the domestic and foreign customer satisfaction model, on the basis of Mongolia Airlines is currently the customer satisfaction management situation, put forward the concept of customer satisfaction model of Mongolia airlines, designed a customer satisfaction evaluation index system of Mongolia airlines. The evaluation index system of customer satisfaction of Mongolia Airlines is divided into three levels, the customer satisfaction as the evaluation index for the total level indicators, ticket service satisfaction, service satisfaction, ground operation quality satisfaction degree of the9evaluation indicators for the two indicators, two indicators will finally set the questionnaire on the issue, the formation of the evaluation index system of the third level. Secondly, the object of this investigation to Mongolia Airlines Beijing branch as the empirical analysis, the empirical analysis of Mongolia airlines customer satisfaction evaluation model and evaluation index system. Then, the software SPSS13.0collected the data of questionnaire for reliability analysis and validity analysis, and then determines the weights of different evaluation indexes by using the fuzzy comprehensive evaluation method, finally gets the evaluation results of customer satisfaction of Mongolia airlines. Finally, according to the analysis of the existing customer satisfaction management status of Mongolia airlines in question and empirical results, put forward a series of improving customer satisfaction strategy of Mongolia airlines.