First, this paper analyzed the domestic and international customers satisfaction's research results, proposed the research methods which used fuzzy network analysis method to quantify the customer satisfaction's evaluation index, and introduced the basic steps of the method. Then, it put forward the concept of airlines customers satisfaction's model, and built the evaluation index system of customers satisfaction. Finally, taking China Eastern airlines as an example, this paper carried on the empirical research, and concluded that customers satisfaction results is the low score of satisfy interval period, so put forward the corresponding measures and suggestions to improve the airlines customers satisfaction.%论文首先分析了国内外顾客满意度的研究成果,提出了基于模糊网络分析法对顾客满意度测评指标进行量化的研究方法,介绍了该方法的基本步骤,然后提出了航空公司顾客满意度概念模型,构建了顾客满意度测评指标体系,最后以中国东方航空公司为例进行了实证研究,得出顾客满意度为满意评价等级满意分值段的低端,对此提出了相应的提高航空公司顾客满意度的措施及建议.
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