Research On Customer Satisfaction Of Cabin Service In Guangxi Branch Of China Southern Airlines

With the continuous development of tourism economy,the number of people traveling in China is increasing.With the advantages of rapidity and safety,aircraft has become one of the common means of transportation for people to travel.If safety is the lifeline of airlines,then service is the survival line of airlines.As a flag of airlines,cabin service has always been the focus of close attention of the majority of passengers.It is to build a bridge between airlines and passengers,and it is the most eye-catching part of air transportation.The quality of its cabin service will directly affect whether passengers will choose to take this airline again.Therefore,the best way to improve cabin service quality is to improve customer satisfaction.There is a close relationship between customer satisfaction and the development of airlines.As a "world-class" airline enterprise,China Southern Airlines must pay close attention to the impact of customer satisfaction in cabin service,analyze and find out the variable factors that affect customer satisfaction in cabin service,and improve customer service by strengthening the construction of service-oriented organization,optimizing comprehensive management and enhancing passenger experience Satisfaction,in order to maintain the advantage in the fierce competition in the aviation market and promote the better development of the company.This dissertation aims to improve the customer satisfaction of passenger service of Guangxi Branch of China Southern Airlines,and analyzes and expounds the customer satisfaction of passenger service of Guangxi Branch of China Southern Airlines along the way of putting forward problems,analyzing problems and solving problems.First of all,it introduces the relationship between customer satisfaction and the development of aviation enterprises,and emphasizes the importance of improving customer satisfaction to the development of aviation companies.Second,it uses literature analysis and research analysis to design the questionnaire of customer satisfaction in cabin service to investigate the actual situation of customer satisfaction in cabin service in Guangxi Branch of China Southern Airlines,and finds out the factors that affect customer satisfaction in cabin service.The third level indicators comprehensively analyze the statistical data,determine the main factors affecting the customer satisfaction of cabin service,and analyze the causes;finally,analyze the problems raised,and propose specific strategies to promote the improvement of customer satisfaction of cabin service of Guangxi Branch of China Southern Airlines,so as to promote the improvement of cabin service to a certain extent and improve customer satisfaction,promote the optimization and development of China Southern Airlines' cabin service.