Excel2010数据透析分析在航空客户信息中的应用终稿.doc

Excel2010数据透析分析在航空客户信息中的应用 PAGE \* MERGEFORMATIII 摘要 民航业经过多年来的经营各方面已有较大提升。但，由于营销不善和管理水平的不足, 2011年，航空业的正班客座率平均只有81.8%，利润总额为278亿元，同比下降高达17.7%。本文介绍了Excel2010数据透视表的概念、功能和作用。在此基础上，阐明采用数据透视表分析航空客户信息的原因。着重论述如何将Excel数据透视表应用于航空客户信息的分析，包括数据获取、数据的预处理，建立数据透视表和数据分析四个方面。其中，重点是客户信息分析，从客户的基础信息分析与客户信息的交叉分析两方面展开研究。最后根据客户信息分析的结果，结合航空公司的实际情况，提出提高航班正点率、做差异化常旅客计划、提供针对性服务、会员升级与保级和大客户计划等建议。 关键词 ：数据透视表，航空客户，数据分析，Excel2010 Abstract The civil aviation industry after years of operating in all aspects has been greatly improved. However, due to of marketing mismanagement and lack of management level, 2011, the aviation industry Passenger Load Factor in an average of only 81.8%, total profit of 278 million Yuan, down as much as 17.7%. This paper introduces the Excel2010 PivotTable concept, function and role. On this basis, stating PivotTable to analyze the reasons of aviation customer information. Focuses on how to apply Excel PivotTable the aviation analysis of customer information, including data acquisition, data preprocessing, the establishment the PivotTable and data analysis of four aspects. Which, with emphasis on the analysis of customer information from the customers basic information analysis and customer information cross-analysis of two areas of study. Finally, according to the customer information analysis of the results, in combination with the practical situation of the airlines, increase the flight punctuality rate, differentiation frequent-flier program, to provide targeted services, membership upgrade plan with relegation and big customers. 关键词 ：PivotTable，Aviation Customer，Data Analysis，Excel2010 目录 TOC \o 1-3 \h \z \u HYPERLINK \l _Toc354863331 摘要 PAGEREF _Toc354863331 \h I HYPERLINK \l _Toc354863332 Abstract PAGEREF _Toc354863332 \h II HYPERLINK \l _Toc354863333 图表目录 PAGEREF _Toc354863333 \h IV HYPERLINK \l _Toc354863334 1．引言 PAGEREF _Toc354863334 \h 1 HYPERLINK \l _Toc354863335 1.2 研究意义 PAGEREF _Toc354863335 \h 2 HYPERLINK \l _Toc354863336 1.2.1 有助于企业了解客户，掌