G Airline Customer Satisfaction Evaluation Research

After years of rapid development,G Airline's current service concept and service standard system can no longer satisfy the needs of its customers.Therefore,we need to discover the real needs of its customers by conducting a survey of its customer satisfaction,then to find the weaknesses in the company's services and offer reasonable advice to help G Airlines further improve its service management system,so as to enhance its management and service as well as to improve customer satisfaction,which will ultimately increase its competitiveness and achieve further growth in the company's profits.By studying the research findings of customer satisfaction and its evaluation models home and abroad,combining G Airline's present management status and characteristics,this thesis presents a concept model for G Airline's customer satisfaction and its measurement index system,and it also designs a customer satisfaction questionnaire for G Airline.It divides the measurement index system into three levels:customer satisfaction is the ultimate outcome variable,which is the primary indicator;the secondary indicators are the nine critical service links concerning customer expectation and customer perception under perceived customer service quality;the specific questions from the questionnaire originate from the real content of the nine critical service links concerning customer perception,which are the tertiary indicators.The author takes the passengers who fly with G Airline Tianjin branch as the respondents and receives the evaluation results of their customer satisfaction.By analyzing and summarizing the questionnaires,it is found that there exist problems with customer satisfaction management in G Airline.Therefore,targeted improvement strategies are proposed in terms of what G Airline could do to enhance customer satisfaction.