民航机场顾客满意度实证研究——以南宁吴圩国际机场为例-企业管理专业毕业论文.docxVIP

II II CIVIL AVIATION AIRPORT CUSTOMER SATISFACTION RESEARCH ——IN THE NANNING WUXU INTERNATIONAL AIRPORT AS AN EXAMPLE ABSTRACT With the rapid development of China civil aviation, the airport as the main civil aviation services, in the air transport industry chain to provide customers with full service except air service. In 2003, the Chinese civil aviation management system by the central vertical leadership to the local local administrator, the airport service quality and service support capability gradually become a hot social concern. Especially the beibu gulf economic zone in China, gradually establish a permanent place nanning china-asean expo brought about by the economic impact, in nanning airport passenger throughput increased from 1.85 million in 2005 to 2012 of the 7.03 million passengers, goods or throughput also soared from 32000 tons to 32000 tons, the guangxi industry presents the fast growth the tendency. But with the increase of passenger and freight traffic, the airport old hardware conditions and management methods can not meet the needs of customers, so the airport needs to continuously improve service quality, improve customer satisfaction, maintain airport remained on the development of the fast track. Based on the basic theory of passenger satisfaction, to customer satisfaction, service quality, etc, and from the analysis of the customer requirements of airport faces, and on the basis of study of domestic and foreign customer satisfaction evaluation model, combining with the characteristics of airport operation security and customer service and build customer satisfaction evaluation model on the basis of the civil aviation airport. Through field survey in nanning airport, analysis of all kinds of customers for airport security, service satisfaction, select refine appropriate indicators and statistical data. Through the questionnaire survey collected data reliability and validity analysis, and will be summarized the data analysis, the value of c