Research On Customer Satisfaction Evaluation System For Eastern Airlines

With the development of economy and the level of science and technology in today’s world, center of gravity has shifted from the second industry to the third industry, is experiencing dominated by manufacturing economy to service industry as the leading economic and social development. With the economic and social services, as the services part of aviation industry, is facing the huge pressure of competition. The domestic civil aviation enterprises in the "price war" cause destruction to both sides, generally aware of understanding the real customer needs, improve service quality, improve customer satisfaction and loyalist important for airlines to create competitive advantage. So help Eastern Airlines improve customer satisfaction management, correctly evaluate the real customer satisfaction, improve service quality, enhance customer loyalty of Eastern Airlines, which has important significance to maintain the competitiveness of enterprises,In this paper combs the research literature at home and abroad in recent years on customer satisfaction, to Eastern Airlines as research object, on the customer, customer satisfaction and customer, are defined and introduced the concept of degree of satisfaction and other aspects, and analysis of the current situation of Eastern Airlines, in the service system of the organization structure and service process and other aspects, analyzes the existing companies in the service satisfaction problems and the reasons of the formation of. Put forward the improvement direction, and from the improvement of service quality, pay attention to the quality and brand advantages, the implementation of the strategy to promote aviation service quality, strengthen the cooperation with the outside world and four aspects of China Eastern Airlines customer satisfaction improvement strategy is proposed.