|
高端旅客忠诚度提升策略研究——以中小型航空公司为例
|
Abstract:
中国民航局发布的《新时代民航强国建设行动纲要》指出,我国具备从“民航大国”向“民航强国”发展的基础,中国航空市场进入高速发展时期。2023年民航市场迅速回温,各大航空公司针对高端旅客的忠诚度不断提升服务质量,基于此,论文围绕高端旅客特征与需求,系统分析中小型航空公司高端旅客服务现状与问题,进而有针对性地提出改进策略,包括服务品质提升、体验感受提升、个性化服务和营销策略等方面,以期对提高航空旅游服务形象和高端旅客忠诚度提供借鉴与参考。
The “Outline of Actions for Building a Civil Aviation Power in the New Era” issued by the Civil avia-tion administration of China (CAAC) points out that China has the foundation for developing from a “civil aviation power” to a “civil aviation powerhouse”, and the Chinese aviation market has entered a period of rapid development. In 2023, the civil aviation market rapidly warmed up, and major airlines continuously improved their service quality for high-end passengers based on their loyalty. Based on this, the paper systematically analyzes the current situation and problems of aviation high-end passenger services, focusing on the characteristics and needs of high-end passengers, and proposes targeted improvement strategies, including service quality improvement, experience en-hancement, personalized services, and marketing strategies, in order to provide reference for im-proving the image of aviation tourism services and the loyalty of high-end passengers.
[1] | 党悦, 曹卫东, 王硕. 基于多维数据分析的民航旅客价值计算[J]. 计算机与数字工程, 2017, 45(1): 168-171. |
[2] | 任新惠, 陈梦娜. 基于顾客生命周期理论的高端旅客服务提升策略[J]. 空运商务, 2012(13): 14-17. |
[3] | 谢思琦. 高端旅客市场分析与服务价值实现[J]. 空运商务, 2017(4): 34-37. |
[4] | 程佳俊. 提升旅客忠诚度-航司的另类经营之道[J]. 大飞机, 2023(4): 56-59. |
[5] | 莫翀. 关于民航高端旅客服务的探讨[J]. 空运商务, 2010(20): 12-16+18. |
[6] | 黄兴全. 民航旅客忠诚度预测研究[D]: [硕士学位论文]. 广汉: 中国民用航空飞行学院, 2018. |
[7] | 王旭, 吴国飞, 王月军, 等. 民航高端旅客的市场研究(一) [J]. 空运商务, 2010(8): 4-7. |
[8] | 苏秦. 服务质量、关系质量与顾客满意: 模型、方法及应用[M]. 北京: 科学出版社, 2010. |
[9] | 冯霞, 徐冰宇, 卢敏. 民航旅客订票行为细分及群体特征分析[J]. 计算机工程与设计, 2015, 36(8): 2217-2222. |
[10] | 杨亚洁. 基于大数据背景的航空公司会员运营思考[J]. 空运商务, 2023(8): 37-41. |