CAJ | 학술논문

结合现阶段民航企业的特点,重点研究如何利用忠诚度预测模型提高企业的服务水平方法,在此基础上,建立提高旅客忠诚度的决策服务体系.通过建立符合民航的旅客忠诚度模型,运用PLS-SEM方法量化忠诚度指标;由于调查数据量的限制,研究在小样本集下的偏最小二乘法预测方法,制定提高忠诚度指标策略.对实际采集数据的分析试验也验证了该方法有助于细化分析航空公司服务水平,操作性强,效率高,可为民航企业改进服务提供决策支持.
결합현계단민항기업적특점,중점연구여하이용충성도예측모형제고기업적복무수평방법,재차기출상,건립제고여객충성도적결책복무체계.통과건립부합민항적여객충성도모형,운용PLS-SEM방법양화충성도지표;유우조사수거량적한제,연구재소양본집하적편최소이승법예측방법,제정제고충성도지표책략.대실제채집수거적분석시험야험증료해방법유조우세화분석항공공사복무수평,조작성강,효솔고,가위민항기업개진복무제공결책지지.
Customer loyalty is an important asset contributing to the development of any company. How to keep the old customers is the most important problem need to be solved by aviation enterprises. On the basic of the lately characteristics of the civil aviation, this paper focuses on how to improve service level with loyalty prediction model and finally set up a decision-making service system to improve the customer loyalty. Building a Customer Loyalty Model in accordance with civil aviation, the index for customer loyalty is quantized by PLS-SEM. Considering that the amount of survey data is finite, we study the partial least squares method for a small number of samples and make the strategy to enhance the index for customer loyalty. The analysis experiment of the real sampling data also proved that the proposed method is helpful to analyze the service level of aviation enterprises in detail. With its strong operability and high efficiency, the proposed method can provide decision support for the improving service in aviation enterprises.