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Research on the Impact of Airline Customer Service Expectation on Customer Satisfaction

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DOI: 10.23977/gefhr.2019.017

Author(s)

Danming Miao

Corresponding Author

Danming Miao

ABSTRACT

Reviewing the existing literature, we find that customer expectation is a significant factor that influences customer satisfaction, and its influence direction changes with the change of industry. In order to explore the direction of customer satisfaction in the field of customer service, the article divides customer service expectation into three levels: basic service expectation, price correlation service expectation and value satisfaction service expectation, and designs the theory of customer service expectation and customer satisfaction with experience perception and service perception as adjusting variables. Model, and the research hypothesis is carried out. At the same time, based on the theoretical model, the paper designs a questionnaire for airline customer satisfaction and customer expectation. Questionnaires were distributed through online and offline channels, with 150 copies issued, and 102 valid questionnaires were identified. The analysis results from the SPSS related statistical software show that there is a negative correlation between customer service expectation and customer satisfaction in the aviation field, and the reasons for it need to be further studied by scholars. Finally, this paper puts forward some suggestions for the airline to manage customer service expectations, and hopes to provide a new method for improving the customer satisfaction and reducing the rate of customer loss.

KEYWORDS

Airline, customer’s service expectation, customer’s satisfaction

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