常州机场客户意度调查研究.doc

题目：常州机场客户满意度调查研究 北京大学 东方剑 摘 要 近年来，随着我国经济实力的不断增加那个，我国的民航业也进入到了一个高速发展的时间中。随着民航业的发展和改革，使得民航业的运输能力以及综合实力都得到了很大的提升，给我国的社会经济的发展提供了非常大的帮助。但是，我国的民用机场的整体运行情况则不是特别的乐观。现阶段，在我国全国范围内共有142个民用机场，其中能够运营良好的机场并不是特别的多。造成这个现象的原因较多，比如说宏观层面的因素的原因，中观层面民用机场行业发展的原因以及微观层面各个机场自身的一些原因，都导致了这个现象。 本文以顾客满意度理论为理论支撑，结合我国民航业的现状，以常州机场为研究对象，采用问卷调查的方式，运用统计学方法对常州机场的客户满意度进行有针对性的指导。本文首先简要分析了顾客满意度理论的研究背景与研究意义，以及国内外的相关理论模型，并在此基础上以实证分析方法找到了常州机场客户满意度现状及存在的问题，并结合问题，提出了提高常州机场客户满意度的方法对策。 关键词：常州机场 客户满意度 调查研究  Research on Changzhou Airport Customer Satisfaction Abstract In recent years, with the increasing of our countrys economic strength, Chinas civil aviation industry has entered a time of rapid development. With the development and reform of the civil aviation industry, the transport capacity and the comprehensive strength of the civil aviation industry have been greatly improved, which has provided a great help to the development of social economy in our country. However, the overall operation of Chinas civil airport is not particularly optimistic. At this stage, a total of 142 civil airports in our country, which can be operated well in the airport is not particularly. The cause of this phenomenon the reason many, for example the macro level factors, the meso level civil airport industry development and micro level airports itself for a number of reasons, all contribute to this phenomenon. The customer satisfaction theory as the theoretical support, combined with the status quo of Chinas civil aviation industry, to Changzhou airport as the research object, by questionnaire survey, using statistical methods of Changzhou Airport customer satisfaction is to guide. This paper begins with a brief analysis of the background and significance of the research on the theory of customer satisfaction, and domestic and foreign related theory model, and on this basis to empirical analysis method found the Changzhou Airport customer satisfaction with the status quo and existing problems, and combined with the problem