An Empirical Study on Customer Service Demand in Civil Aviation Industry: An Analysis to Guangzhou Hub of China Southern

摘要

This empirical study select China Southern Airline at Guangzhou International Airport as the case to explore the demand of departure passengers.In this study, passengers' behavior is collected by the method of questionnaire survey, and we found that all most of the passengers have the intention of circumventing the time-cost at the process of ground services.And we also take the premium service in lounge of China Southern at Guangzhou, and analysis the factors influencing the passengers' experience and the weight of each factor.