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20 April 2023 Civil aviation customer satisfaction automatic evaluation system
Lili Zhang, Jianping Chen, Xueyan Su, Fang Wu
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Proceedings Volume 12602, International Conference on Electronic Information Engineering and Computer Science (EIECS 2022); 126020T (2023) https://doi.org/10.1117/12.2668484
Event: International Conference on Electronic Information Engineering and Computer Science (EIECS 2022), 2022, Changchun, China
Abstract
In 2021, the airline industry was affected by COVID-19, and many airlines suffered losses. The main reason for the loss were the decline in revenue and the surge in costs. Therefore, in terms of creating the competitive advantage of airlines, "price war" is no longer applicable, and improving service quality has become an effective means. Customer satisfaction is the most effective indicator to measure service quality. In this study, a satisfaction evaluation system is established based on structural equation model and customer satisfaction importance matrix. Then, a questionnaire is designed to analyze the influence of different factors on customer satisfaction. The research finds that brand image and perceived quality have a great impact on customer satisfaction. In addition, some suggestions for airlines to improve customer satisfaction are given.
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Lili Zhang, Jianping Chen, Xueyan Su, and Fang Wu "Civil aviation customer satisfaction automatic evaluation system", Proc. SPIE 12602, International Conference on Electronic Information Engineering and Computer Science (EIECS 2022), 126020T (20 April 2023); https://doi.org/10.1117/12.2668484
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KEYWORDS
Image quality
Matrices
Industry
COVID 19
Design and modelling
Quality measurement
Social networks
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