Research On Customers Satisfaction Of Tunisia Airlines

Economic globalization has led to competition among enterprises.This competition among enterprises is no longer at the domestic level but also among enterprises at the international level.For example,the Paris to Tunisia route run by Tunisia airlines,Italy airlines,Saudi Arabian Airlines,Lufthansa airlines,Turkey airlines,Egypt airlines,Emirates Airlines,Qatar Airways,Royal air Morocco airlines and so on.In the fierce and healthy competition,Tunisia airlines can only thrive and develop only if they constantly improve their quality of service and conditions of their operational hardware and equipments,thus to enhance customers satisfaction and have competitiveness advantages among other enterprises.Based on these facts,this thesis focuses on the investigation,evaluation,and analysis of Tunisia airlines shortcomings to provide ways to promote customers satisfaction services in the country.This paper firstly introduces the basic theory involved in customers satisfaction and then illustrates evaluation methods in terms of customer satisfaction services,and discusses in details the usefulness of fuzzy analytical network process method in relation to the customers satisfaction evaluation services.Tunisia customers satisfaction evaluation model of the civil aviation industry is then constructed,which comprises of corresponding evaluation index system,procedures,steps and airlines satisfactions and evaluation theories.Based on the survey and analysis of Tunisia airlines satisfaction,by using fuzzy analytical network process method,Tunisia's customers satisfaction services are evaluated and analyzed.Finally,the key problems facing Tunisia airlines customers satisfaction services,are identified and strategic suggestions to improve and promote Tunisia airline customer satisfaction services are put forward.The result from the evaluation of Tunisia airlines customers satisfaction at “basic satisfaction level” indicates that the Tunisian airlines current satisfaction level is not very high.Therefore,there is need to take measures to improve the customer satisfaction,otherwise the satisfaction level is likely to fall to the level of "not satisfied".Hence,a four point model is built to find the key solution of customers satisfaction problems,and then some strategies and suggestions are offered.With the analysis of the model,it finds that the index factors involved in the continuous fall in regional improvement include flight punctuality rate and accessibility,flight safety and comfort and social welfare activities,tickets discounts,as well as cabin facilities.These factors are arousing an increasing concern,but resulted in poor satisfactions among customers.Companies must pay great attentions to improvement strategies,to achieve timely solutions to these problems.For instance,two index factors like the cabin seats and machine entertainment facilities that have relatively low satisfaction level will enhance the overall level of satisfaction if the company improves the above mentioned index situations.The key factors to improving customers satisfaction level is to improve the Tunisia aviation in terms of social welfare activities,discount tickets,flight safety and comfort,flight punctuality rate and accessibility,cabin facilities,cabin comfort and entertainment facilities.The improvement of customers satisfaction level is a key to enhancing the Tunisian aviation and promoting the Tunisia Airlines brand and image.(Based on these findings,we put forward some suggestions and improvement strategies).