Research On Guiyang Airport Bus Company To Improve Customer Satisfaction

With the continuous development and growth of our civil aviation industry,the passenger throughput of guiyang longdongbao international airport(hereinafter referred to as guiyang airport)exceeded 15 million person-times in 2016.In 2016,the passenger throughput increased by 20% compared with 2015,and exceeded 18 million person-times.In 2018,the passenger throughput exceeded 20 million person-times compared with 2017,which was about 1.11 times of 2016.The increasing throughput of guiyang airport has strongly promoted the rapid development of related industries.At the same time,service requirements and standards are also increasingly improved,the original customer satisfaction theory model and organizational structure has been unable to adapt to the current development needs.Therefore,the business of airport shuttle was separated from the airport company of the airport group,and guiyang public transport(group)co.,ltd.jointly invested in the establishment of guiyang airport bus company.This paper introduces the research topic from the industry background analysis.On the one hand,it analyzes and sorts out relevant theories such as customer satisfaction and service quality;on the other hand,it starts with customer demand and combines with the company’s own operation guarantee characteristics to initially construct a customer satisfaction evaluation model for guiyang airport bus company.By conducting a questionnaire survey in guiyang airport,the satisfaction of customers with the company in seven aspects,including customer feedback,driving safety,travel price,vehicle condition and personalized service,was analyzed,and appropriate indicators were selected and refined for data statistics.SPSS tool was used to import collected questionnaire survey data.After reliability and validity analysis,exploratory factor analysis was conducted to try to find out the main reasons affecting customer satisfaction.The practical significance of this study is to: customer to guiyang airport bus company as the research object,with the method of questionnaire,the study of satisfaction analysis,find out the cause of the influence of customer satisfaction,service for the company management to provide effective data support,improve customer satisfaction breakthrough to find guiyang airport bus company,improveservice levels,the guiyang airport bus company passengers can enjoy more convenient and comfortable service.At the same time,this has enriched the application scope of customer satisfaction theory to a certain extent,supplemented and revised the customer satisfaction model of civil aviation related industries,and provided theoretical support for improving customer satisfaction.