目 录摘要........................................................................1关键词......................................................................1引言........................................................................31 顾客满意度相关概述........................................................31.1 顾客满意度的定义和特点..................................................31.2 顾客的满意度等级........................................................41.3 与顾客满意度相关的测评模型..............................................42 海南航空公司的简介........................................................52.1 基本情况.................................................................52.2 运输规模................................................................52.3 服务现状................................................................63 海南航空公司的旅客投诉分析................................................63.1 从内部电话投诉数据分析..................................................73.2 从 skytrax 数据分析.......................................................74 海南航空公司影响旅客满意度的因素分析......................................84.1 不正常航班后续服务处理不到位............................................84.2 员工的素质和服务意识产生的质量问题......................................84.3 有关法制不健全产生的后期服务问题........................................94.4 行业分工原因............................................................94.5 消费者自身原因..........................................................95 提升海南航空公司旅客满意度对策...........................................105.1 全面了解旅客需求.......................................................105.2 提升员工综合素质和服务水平.............................................115.3 提供超期服务...........................................................115.4 培养具有利润价值客户的忠诚度...........................................115.5 深化海南航空公司品牌建设.............
