航空公司是提供航空运输服务的行业由刀豆文库小编整理，希望给你工作、学习、生活带来方便，猜你可能喜欢“航空运输行业发展现状”。
航空公司是提供航空运输服务的行业，顾客资源是航空公司的立足之本，提高顾客满意度，抢占顾客资源，是航空公司成功之本、制胜的关键。本文在顾客满意度指数测评模型的基础上，结合中国民营航空公司的现状及特点，选择顾客感知服务质量、顾客期望、品牌形象、顾客满意度、顾客抱怨和顾客忠诚变量建立航空公司顾客满意度测评模型，探讨变量之间的联系，并建立假设。通过网络、文献、调查问卷等方法收集相关数据，通过相关分析和回归分析等方法进行数据处理，验证假设，总结出影响顾客满意度一系列变量之间的关系，为航空公司改善和提高满意度提出合理的建议。
Airlines is an industry providing air transport services.Customer resources is its
fundamental stand , improving customer satisfaction and occuping customer resources is the key to succeed.This paper bases on the customer satisfaction index evaluation model，combined with the present situation and characteristics of China's civil aviation，to cope with the variables of customer perceived service quality, customer expectations, brand image, customer satisfaction, customer complaints and customer loyalty to explore the
relations between the variables and thus to establish a hypothesis , these including collecting relevant data through the Internet, documents, questionnaires , etc., then proceing these data and validating the hypothesis by correlation analysis and regreion analysis , which aimed at summarizing the relations of variables that can influence customer satisfaction, and giving some reasonable suggestions to the improvement of customer satisfaction of airlines.
