An Airline is used as a study to explore strategies to improve its service quality and reduce customer churn

Abstract

The purpose of this study is to explore the strategies of China Southern Airlines to improve service quality and reduce customer churn. Through a comprehensive literature review and case analysis, this paper firstly evaluates the problems of service quality and customer loss faced by China Southern Airlines. The main problems were found to be uneven quality of staff, frequent flight delays and rising customer complaints. Then, to solve these problems, a series of feasible solutions and improvement strategies are put forward. These strategies include improving staff training and quality, optimizing flight scheduling and customer experience, enhancing technical support and digital transformation. By comparing the advantages and disadvantages of different strategies and combining the actual cases and data analysis, a comprehensive improvement scheme is proposed to improve the service quality, reduce the customer churn rate and enhance customer satisfaction. Finally, this paper also discusses the future research direction, including customer analysis and prediction model based on big data and artificial intelligence and crosscultural service management, so as to provide deeper improvement and innovation ideas for airlines.