The Research And Realization Of Civil Aviation Customer Segmentation Based On Customer Behavior

In recent years, the civil aviation has suffered a bad blow from the market economic instability.With the increase of traffic demand, the market competition of the major transportation industriesbecomes fiercer, which is virtually increased the pressure on the civil aviation. Many airlines begin toshift from the competition of the customer’s increment to retention. In order to grasp the high-qualitycustomer resources, more and more airlines implement the customer relationship management (CRM)system, whose main content is the effective customer segmentation.Currently, the main customer segmentation of the civil aviation is based on the customer value,which relies on the amount of the customer’s consumption. But for the particular field of the civilaviation, the method which can not fully take into account the customer behavior is biased. Therefore,this paper proposes the customer segmentation based on customer behavior, which is combined withthe clustering technology, so as to provide a method for customer segmentation of the civil aviation.First of all, this paper chooses the DBSCAN algorithm with the kernel method to eliminate theshortcomings of the customer samples, such as the messy distribution and the indistinct datadifference. The method is based on the premise of the expense of time efficiency. In the era ofinformation explosion, there are thousands of messages in the civil aviation system everyday. Thetime efficiency is an essential consideration. Then this paper takes the advantage of distributedparallel computing technology, improves the serial to parallel. In the process, this paper improves themerge method through introducing the density factor (Df), which is aimed at the customer’s feature of“end small, intermediate more”. Experiments show that the clustering method proposed in this papernot only improves the accuracy but also increases the time efficiency.Finally, this paper applies the customer segmentation model proposed here to the case of airlineA. Through analyzing the result of customer segmentation, this paper proposes the marketing strategy,which makes a very good guidance for the market strategy of civil aviation.