Research On Evaluation System Of Customer Satisfaction In Aviation Logistics Enterprises

Aviation logistics is the depth and breadth of show national logistics level and economic strength of the important marks.In our country, the aviation logistics industry is in a stage of high-speed growth and fierce competition, the relevant statistics show that in recent years our country aviation logistics total with an average annual rate of more than 20% growth, aviation logistics’ s contribution to the national economy growing, has become an important part of modern logistics industry.With the rapid development of economy, customer expectations of airport logistics enterprises more and more high, airport logistics is becoming more and more fierce competition between enterprises, in the fierce market competition, how to provide high quality air logistics service, all-round to meet customer demand, customer satisfaction and obtain customer loyalty, is the key of airport logistics enterprises survive and develop.In this paper, on the basis of a summary of predecessors on customer satisfaction,according to the characteristics of the aviation logistics enterprises industry, aviation logistics enterprise customer satisfaction index model is established(AACSI).The first chapter is introduction, in this article the research background, significance,literature review, the research content in this paper. The second chapter summarizes the customer satisfaction theory at home and abroad. On the basis of a lot of reading literature at home and abroad, to customer satisfaction, customer satisfaction,customer satisfaction, customer satisfaction index model of the evaluation method for effective induction and collation. On the basis of the latest development of the customer satisfaction evaluation system to understand and grasp. The third chapter analyses the market characteristic of the airport logistics enterprises. Comprehensive system of airport logistics enterprise business process, market, customer satisfaction,the key factors that affect customer satisfaction and the importance of aviation logistics enterprise customer satisfaction research is analyzed. The fourth chapter builds airport logistics enterprise customer satisfaction assessment system. On the basis of the above research, combining the theory of customer satisfaction and the characteristics of airport logistics enterprises, put forward suitable for airport logistics enterprise customer satisfaction evaluation system, mainly including the structure of the airport logistics enterprise customer satisfaction model, the observing variablesanalysis and model building, the questionnaire survey and the calculation method of customer satisfaction. Chapter v along abundant empirical research aviation LTD.Motion airline LTD, analyzes the present situation, application of the building of the airport logistics enterprise evaluation system on the test, including the questionnaire survey, data collection, measurement of potential and observed variables and the calculation of the customer satisfaction, according to the analysis of the calculation results of customer satisfaction, from strengthening the construction of informatization, the formation of "customer satisfaction first" corporate culture,improve enterprise staff overall quality, set up the overall concept of customer satisfaction, the real-time monitoring of customer satisfaction, to achieve customer loyalty and so on to improve customer satisfaction. Chapter 6 summarizes this thesis,put forward in this paper, the research conclusions and the direction of further research.