Evaluation of baggage check-in service quality based on customer satisfaction in CA Airlines

Abstract

With the continuous development of the civil aviation industry, customer satisfaction with airline services has become a key indicator for measuring service quality. As one of the core components of ground services, baggage check-in directly affects passengers' overall travel experience. This paper takes CA Airlines as the research object and focuses on evaluating customer satisfaction with its baggage check-in service. By designing and distributing questionnaires to actual passengers, the study collects a large amount of data reflecting real service experiences. The study used statistical methods such as questionnaires, SERVQUAL modeling and reliability analysis to analyze the data collected with the aim of identifying the key factors affecting passenger satisfaction. The results show that long waiting times, low efficiency of baggage handling, insufficient staff service awareness, and lack of standardization in operational procedures are the main problems affecting customer satisfaction. In response to these issues, this paper proposes targeted improvement strategies, including optimizing service processes, enhancing employee training, improving service facilities, and introducing professional packing services. It is believed that implementing these measures can significantly improve the overall service level of CA Airlines. This study not only provides theoretical support and practical suggestions for CA Airlines to enhance its baggage check-in service, but also offers valuable references for other airlines to improve their service management