-
内
容
摘
要
客户满意度与企业发展存在密切关
系，
南航作为服务于大众的航
空企业，
必须关注客舱服务客户满意度，
分析影响客舱服务客户满意
度的
因素并不断从自身做起，通过优化综合管理等提升客户满意度，
才能够在激烈的市场竞争
中保持优越性。
本文研究以此为基础，
沿着
提出问题——分析问题——解决问题的思路，
结合文献分析法和调研
分析法，首先，介绍客户满意度与民航企业发展的关系；其次，对影
响民航客舱
服务客户满意度的因素进行全面调研分析，
确定对南航客
舱服务
客户满意度影响最大的几个因素；
最后，
提出促进南航客舱服<
/p>
务客户满意度改进的具体策略，
以期能够在一定程度上促进南航客
舱
服务改进下的客户满意度优化，促进南航客舱服务优化发展。
关
键
词
客户满意度；南方航空；客舱服务
1
Astract
Customer
satisfaction and business development there is a
close relationship, China Southern
Airlines
as
a
service
and
public
aviation
industry
must
focus
on
customer
satisfaction
cabin
service, analysis of the factors
affecting cabin service customer satisfaction and
continue to start
from
their
own,
by
optimizing
the
management
to
enhance
customer
satisfaction
to
be
able
to
maintain
superiority
in
the
fierce
market
competition.
This
study
as
a
basis,
along
questions
-
analysis
of
the
problem
-
the
problem-solving
ideas,
combined
with
the
literature
analysis
and
research
analysis,
first
introduced
the
relationship
between
customer
satisfaction
and
the
development
of
civil
aviation
enterprises;
Secondly,
the
impact
of
civil
aviation
cabin
comprehensive
research
service
customer
satisfaction
factors
analysis
to
determine
the
greatest
impact on China
Southern Airlines cabin service customer
satisfaction; Finally, specific strategies
to promote China Southern Airlines
cabin service customer satisfaction improved, with
a view to a
certain
extent,
to
promote
China
Southern
Airlines
cabin
services
to
improve
the
customer
satisfaction
optimization optimize the development, and promote
China Southern Airlines cabin
service.
Key
words
:Customer satisfaction; Southern
Airlines; cabin service
2