基于满意度分析的航班延误处置收益研究

通过研究社会属性和出行特征对旅客在面对航班延误,航班取消等的不同心理反应和行为特征,针对目前旅客满意度研究中基本是依靠评价指标体系进行宏观定量评价的研究现状,提出一种基于行为决策理论(微观心理学)的满意度动力学模型,定量分析大面积航班延误情景下旅客满意度的动态变化和不同措施组合对满意度的提升效果.同时,建立基于前景理论的旅客满意度收益模型,实现旅客满意度变化与航空公司收益的函数映射,通过实验分析不同延误服务组合对航空公司的收益影响,为航空公司提升旅客满意度,提升服务的时效性和针对性提供理论基础.

Research on Disposal Benefit of Flight Delay Based on Satisfaction Analysis

Through studying the different psychological reactions and behavioral characteristics of passen -gers in the face of flight delays and flight cancellations ,this paper studies the status quo of macro-quanti-tative evaluation based on the evaluation index system ,which is based on the study of social attributes and travel characteristics .A dynamic model of satisfaction based on behavioral decision theory ( microcosmic psychology ) is used to quantitatively analyze the dynamic change of passenger satisfaction and the effect of different measures on the satisfaction of large area flight delay .At the same time ,the paper establishes the passenger satisfaction profit model based on the prospect theory , realizes the function mapping of the change of passenger satisfaction and the revenue of the airline .Through the experiment ,the paper analy-zes the impact of the different delay service portfolio on the airline′s revenue ,improves the passenger sat-isfaction and enhances the service The timeliness and relevance of the provision of theoretical basis.