Research On Disposal Strategy Of Flight Delay Based On Passenger Satisfaction Analysis

In recent years,flight delay problem has become increasingly prominent in China.However,airlines and airports lack the efficient disposal strategy of flight delays,which will not only lead to the growth and spread of tourists’ dissatisfaction,but also cause passenger mass violence event which will threaten the safe operation of airport.The passenger mass violence event will hinder the recovery process of flight plans and further increase delays,which will damage the airline’s brand image and profits,and make airlines at a disadvantage place in the air transport market competition.This paper firstly studies the psychological reactions and behavior characteristics of passengers who suffer from flight delays.Besides,in view of the current research of passenger satisfaction based on evaluation index system for macro quantitative evaluation,a satisfaction dynamic model based on behavioral decision-making theory(micro-psychology)is proposed,which can quantitatively analyze the change process of passenger satisfaction and the effect of different combinations of measures under flight delays.Furthermore,the passenger satisfaction value model was established based on the prospect theory,to realize the function mapping of the passenger satisfaction change and airline revenue.Based on this,the airline flight delay disposal model was constructed based on dynamic game theory,and the stability of game system was analyzed according to the Routh-Hurwiz theorem.Finally,the dynamic evolution process and competitive situation of the system under different parameter combinations were simulated in MATLAB.The influence of different types of airlines’ price strategy and delay service strategy on passenger flow and average profit was compared,and the optimal disposal strategy for each type of airlines were obtained.This article has worked out the price strategy and delay service strategy of different types of airlines under the scenarios of flight delays,and their impacts on passenger satisfaction were quantitatively compared in simulation.Results of this paper can provide strategic suggestions for airlines to formulate more targeted delay disposal strategies and improve competitiveness in the complex air transport market.