Customer experience bottlenecks in the airline customer journey: Recommendations and implications

Abstract

This thesis examines strategies for enhancing customer experience in the competitive airline industry. It begins by examining the current state and challenges of airline customer experience, before identifying the key factors affecting customer experience. Finally, it analyses the mediating role of passenger satisfaction. Through a combination of qualitative and quantitative research methods, including customer surveys and interviews, the paper aims to uncover specific pain points and root causes of customer experience in order to provide targeted solutions.

The research objectives are to identify key customer experience bottlenecks, analyse their impact on passenger satisfaction, and propose improvement recommendations. The study employs questionnaire surveys and empirical analysis to focus on airline passengers with the objective of enhancing passenger satisfaction, increasing repeat business, and improving market competitiveness. The paper draws on the theoretical framework of Customer Experience Management (CEM) and related studies in the aviation industry in order to provide a comprehensive understanding of the customer experience of airline passengers.

The study employs a mixed research methodology, integrating both qualitative and quantitative data collection methods. Qualitative data is gathered through a literature review and expert interviews, while quantitative data is obtained through a questionnaire survey. The data analysis methods employed include qualitative analysis of insights derived from expert interviews and quantitative analysis utilising descriptive statistics, correlation analysis, and regression analysis to explore the relationships between customer experience elements. Furthermore, the study addresses the assessment of reliability and validity, the identification of limitations, and the interpretation of results in order to ensure the credibility and validity of the findings.

In conclusion, this thesis offers valuable insights for airlines seeking to enhance customer experience, improve passenger satisfaction, and boost market competitiveness. While acknowledging the limitations of the study, including sample size constraints, the authors suggest future research directions to address challenges and further explore customer experience needs in the airline industry. The combination of expert interviews and questionnaire surveys enables the paper to propose practical solutions to customer experience bottlenecks and to contribute to the sustainable development of the industry.