Study On Customer Satisfaction Improvement Strategy Of Air China HB Company

With the development of tourism,airlines also show good prospects.However,in order to enhance the core competitiveness and win more passengers,many airlines should pay attention to the quality of air service.Only when aviation customers,as consumers,show high satisfaction can airlines be promoted to practice the strategic goal of sustainable development.From the choice of customers’ means of travel,we can know that compared with trains,high-speed trains,automobiles and other means of transportation,airplanes have the advantages of short time and high safety performance.Although it seems from many news reports that the incidence of aircraft accidents is high.But in fact,there is only one crash risk every 1.4 billion miles.In particular,the Safety Committee has made statistics on traffic casualties,during which the accident rate of taking other means of transportation is 22 times higher than that of airplanes.Therefore,aircraft has become the preferred mode of travel for customers.In particular,those who need to travel to and from several cities need to catch up with the work schedule by means of airplanes.In order to provide airlines with a new direction for improvement,this paper takes air service satisfaction as the research subject to verify the correlation between air service quality and customer satisfaction.At the same time,only when customers are satisfied with the air service,can they increase the possibility of choosing airlines again.As a well-known Air China,its satisfaction determines the overall level of air services in the aviation field.In order to demonstrate the aviation strength and precise service in China,feasible suggestions should be put forward according to the influencing factors of customer satisfaction,so as to refer to the results of this paper and realize the optimization reform of Air China’s air service.On this basis,this paper briefly analyzes the air demand of customers after flying,and ensures Air China to obtain higher-end air service and increase customer comfort by taking measures such as service concept,service details,aviation products,audio-visual experience and service behavior.In order to promote the research results of this topic to be more logical,the paper will explain it from the aspects of theoretical basis,practical needs,investigation results,result analysis and strategy enumeration,so as to realize the real service improvement.Generally speaking,airlines suffer complaints due to six factors,such as poor environment,few facilities,poor diet,insecurity,lack of humanistic care,loss of property,etc.If rectification can be carried out one by one,the optimized development of Air China in air service can be guaranteed.