Airline Customer Satisfaction Evaluation Research—Taking N Group As An Example

With the rapid development of the domestic and international economic environment,N Airlines,as the leading company in the domestic industry,aims to become an international top airline.In order to better fit the competitive environment of the international civil aviation market,the market-oriented service concept has influenced the development of N Airlines.If N Airlines wants to win a place in the international civil aviation enterprises,it should improve the service management system and service concept on the existing basis.The civil aviation industry is a typical tertiary industry.The quality of services directly affect the direct evaluation of service products from the consumers and also plays an important role in consumer loyalty.Based on the impact of N Airlines’ customer service needs,this article investigates the customer satisfaction,raises the current problems,gives the reasonable measure to improve the company’s service management system and promotes the service quality,customer loyalty and the profits.Based on the principle of combining theory with practice,this article analyzes the concept of customer satisfaction and investigates N Airlines’ specific business.Combined with the specific actual situation of N Airlines and based on the theory of customer satisfaction,an index system according with the customer satisfaction of N Airlines was formed.The passengers’ satisfaction of N Airlines at Beijing Capital Airport was surveyed by questionnaires.The quantitative analysis of the index were conducted.Using the weighted average method,more specific quantitative indicators of N Airlines were got,and the reasons that affect N Airlines through quantitative indicators were found.According to the reason,the improvement opinions and strategies of N airlines were proposed.The scope of this survey was the passengers of N Airlines at Beijing Capital Airport.According to the results of customer satisfaction,the improvement strategies were given for the influence factors,which could enhance the competitiveness of N Airlines and enable scientific developmentmore effectively.The survey and evaluation could also provide a reference for improvement of the customer satisfaction.