Abstract
Airline industry plays a significant role in national economic and social development, and it is a common need of the people to enjoy a high-quality airline services while traveling. This paper conducted a nationwide survey of six airlines in China during 2016–2018. The questionnaire has 29 questions, covering six structural variables that related to brand, expectations, quality, price, satisfaction and loyalty, and there were nearly 5000 samples collected after the survey. By analyzing the three-year data, the results revealed that the service quality of China’s airline industry was experienced a continuous improving progress, it was remained in the “relatively satisfied” range. In terms of structural variables, all of them showed a gradual upward tendency. In addition, the customer satisfaction score of the six airline companies in China shows that the service quality in Air China, Sichuan Airlines and Eastern Airlines has been increasing year by year.
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Acknowledgments
This work is supported by the National Social Science Fund Major Project—The research of quality management system and policy of high-quality development promotion. NO. 18ZDA079.
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Jiang, Y., Cai, H. (2020). Development Trends of Customer Satisfaction in China’s Airline Industry from 2016 to 2018 Based on Data Analysis. In: Atiquzzaman, M., Yen, N., Xu, Z. (eds) Big Data Analytics for Cyber-Physical System in Smart City. BDCPS 2019. Advances in Intelligent Systems and Computing, vol 1117. Springer, Singapore. https://doi.org/10.1007/978-981-15-2568-1_115
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DOI: https://doi.org/10.1007/978-981-15-2568-1_115
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