四川航空公司顾客满意度调查及改进措施摘要:随着科技的发展，信息越来越透明化，航空公司之间的竞争越来越激烈。在历经了打“价格战”的低层次竞争后，航空公司也越来越意识到，以顾客的满意为出发点，来提高服务质量，才是航空公司增强市场竞争力的必须手段。与国内其他航空公司相比，现阶段四川航空公司的顾客服务工作依然存在诸多问题。例如，在航班延误后后续服务提供上的不及时、工作人员服务不佳、餐饮提供得不到满足等，这些问题都会影响顾客的服务体验，降低顾客的满意度。本文在了解了顾客满意度相关概念和理论的基础上，通过设计调查问卷，对四川航空公司顾客满意度情况进行了调查，主要是从川航公司地面服务和机上服务这两个方面进行满意度调查。其次，根据调查结果，本文对当前川航顾客满意度存在的问题进行了剖析。最后，根据以上所提出的问题，对川航公司提高顾客满意度提出了针对性的措施。关键词：航空事业；顾客满意度；问卷调查与分析Abstract:With the development of science and technology, the information becomes more and more transparent, and the competition among airlines becomes more and more fierce. After the low-level competition of "price war", airlines are increasingly aware that improving service quality based on customer satisfaction is the necessary means for airlines to enhance market competitiveness. Compared with other domestic airlines, there are still many problems in customer service of sichuan airlines at the present stage. For example, after the flight delay, the follow-up service is not timely provided, the staff service is not good, the catering service is not satisfied, etc., these problems will affect the customer service experience, reduce customer satisfaction. Based on the understanding of the concepts and theories related to customer satisfaction, this paper designs a questionnaire to investigate the customer satisfaction of sichuan airlines, mainly from the two aspects of ground service and in-flight service of sichuan airlines. Secondly, a...
