Study On The Influencing Factors Of Passenger Satisfaction Of Laos Civil Aviation Airport

In recent years,with the increasing economic strength of Laos,tourists like to travel in Laos.Laos civil aviation airport provides good and satisfactory service for tourists,and improving passenger satisfaction is the core of improving civil aviation airport.Airline service from contact with customers to the end of service will affect customer satisfaction.Therefore,it is of great practical significance to study the influencing factors of passenger satisfaction of Laos airport to enhance the competitiveness of Laos aviation.On the basis of customer satisfaction theory and related literature review,this paper constructs the customer satisfaction index system of Laos civil aviation airport,and designs the corresponding questionnaire,which involves 9 first-class indicators and 45 second-class indicators.Based on the data obtained from the questionnaire survey,the descriptive statistical analysis is carried out,and then the secondary indicators are analyzed and discussed in depth according to different situations.The results show that:(1)the nine first-class indicators in this paper are control,comfort,independence,safety,responsiveness,surprise,intimacy,smoothness and richness,which have a positive impact on customer satisfaction of Laos civil aviation airport;(2)the satisfaction of Laos civil aviation airport is classified as very satisfied,relatively satisfied,general satisfied,relatively unsatisfied and extraordinary Through the statistical analysis of survey data,it shows that the vast majority of passengers are not satisfied with the service of Laos civil aviation,and there is a lot of room for improvement.Finally,according to the analysis conclusion of the survey data,this paper thinks that we should improve the service quality and customer satisfaction from the aspects of flight accuracy,airport service,innovation and efficiency.This paper uses customer satisfaction theory to study the influencing factors of customer satisfaction of Laos civil aviation airport theoretically and empirically.The conclusion of this paper has certain practical guiding value to help Laos airport improve customer satisfaction.