Customer Satisfaction Study Of M Airline

After the 2008 financial crisis, there is also a certain impact and influence on the civil aviation industry. It provides a bigger challenge for airlines to reduce the operating costs, improve service quality and attract more customers at the same time. And it also gives airlines good opportunities for further promotion.With countries opening airspace and air transportation market, opening of fifth traffic rights in our country, as well as having much more and deeper cooperation between foreign and domestic airlines, it makes more foreign airlines enter into China’s civil aviation market. The competition of civil aviation market is increasingly intense with the rise of low-cost airlines. Meanwhile, the security problem of aviation is paid more attention as there were several aviation accidents happened in recent years. It is obviously important to improve customer satisfaction of products and services of airlines and promote service quality on the premise of ensuring flight safety. The service management should be paid more attention in the process of air transportation. The service quality should be improved to be complete and have innovation. All these motion are aimed to meet the demands and requirements of society and personalization.The first chapter of this paper mainly introduced research background, research purpose, research significance involved in it. The analysis of theories in application of M airlines customer satisfaction applied in the process of research are descripted and explained simply and clearly. The chapter analyzes the current environment of civil aviation market competition, airlines development, and M airline’s situation.The second chapter is mainly to have a brief description and overall explanation of the domestic civil aviation environment, foreign civil aviation environment, introduction of M airlines and its major competitors. A certain generalization is made on the present competition among these airlines. Through the analysis of the current status of customer satisfaction and the corresponding problems, a basis background is provided for analysis and research in M airlines customer satisfaction.The third chapter mainly summarized the designation, content of questionnaire and composition of the customer satisfaction questionnaire. The framework and contents of questionnaire are based on the understanding, feeling and experience from M airlines’ passengers. And the reliability and validity of the questionnaire data are also summarized and analyzed in this chapter.The fourth chapter mainly introduces and presents the factors resulted from the survey questionnaire which might influence M airlines’ customer satisfaction. The analysis includes factors of price issue, airlines issue, and total service issue. Deeper analysis and reasons research are references for the useful suggestions to promote M airlines customer satisfaction.The fifth chapter mainly proposes strategic suggestions for M airlines improving customer satisfaction which are divided into external strategy and internal management strategy. Details of external customer strategy include the product price, routes, services and other factors. Details of internal management strategy include staff, dealing with emergency, resource cohesion. Good ideas and strategy suggestions are put forward to promote M airlines customer satisfaction so that it will help airlines to gain more revenue at the same time.In this paper, combining with the practical situation of M airline, its customer satisfaction model is established through studying all kinds of domestic and foreign customer satisfaction model and the analysis of relevant theories. Related research data is collected through the questionnaire survey. The collected data is dealt by the way of using statistics software to have analyzation. The reliability analysis and validity analysis would be dealt with on this basis. It will help airlines have better understand of the existing demand and future potential needs of customers, and it also can help airlines to improve service quality and staff service consciousness, promote product structure. It provides some reference for airlines to improve the management level.