Satisfaction Rating Survey on Air Consignment of Valuable Packages

Abstract

This article is a survey study of passenger satisfaction in response to high-value baggage check-in services in the context of China's civil aviation industry. With the rapid development of China's economy, and the redevelopment of demand for business after the pandemic, it makes corporate decision makers have to reconsider how to create more customer demand in the fierce market competition. Air consignment service, as an important part of the aviation industry services, reviewing many customer cases from the past, it is found that it has become a pain point and the most concerned and worried link among customers. In this context, this article through the data investigation and analysis, derived and based on the elements that customers care most about in decision-making behavior of airlines and consumers in the high-value baggage consignment service. It is found that when consumers choose consignment service, they will consider the value of items, service price, risk of damage and other factors. And the airline needs to ensure customer satisfaction for the sake of self-generated revenue at the same time, so it needs to seek a balance between cost control and service quality to improve competitiveness and customer satisfaction. Based on the model established in this article, further suggestions on dynamic pricing strategy, cost control, and service quality improvement of consignment service are proposed, aiming to provide theoretical support and practical guidance for airline to optimize the strategy of consignment service.