【作者】 陈红；

【导师】 王建霞； 金辉；

【作者基本信息】 河北科技大学 ， 计算机技术， 2012， 硕士

【摘要】 随着航空运输业的蓬勃发展,越来越多的航空公司之间的业务竞争日趋激烈,导致市场内的竞争压力提高,机票价格下跌,这为传统的航空公司造成了巨大的压力,也导致一些大航空公司和一些起步弱的新航空公司退出市场。首都空港贵宾服务管理有限公司是首都机场集团公司下属的机场地面贵宾服务机构,主要业务范围是为进出机场的政务贵宾、商务贵宾、商务嘉宾提供进出港服务、进出港延伸服务、普通旅客问讯服务、公务机飞行代理、飞行地面保障、机票出售等服务。随着组织机构不断扩充,接待服务量猛增,对服务质量提出更高要求,开发一套综合业务系统势在必行,同时,在新的系统上,对现有客户基础数据进行完善、挖掘并进行深度的需求和行为分析,提升VIP服务的质量,是当前信息化建设面临的新课题和新挑战。本文设计开发了机场VIP客户服务分析系统,系统主要实现了对首都空港贵宾服务管理有限公司的VIP客户进行客户信息管理,客户服务管理,客户行为分析。其中客户信息管理又包括客户基本信息管理,会员卡管理,账户管理。客户服务管理包括航班查询,机票预订,酒店预订,电话值机等功能。客户行为分析首先对客户基本数据进行完善,通过客户行为对客户的满意度／忠诚度进行建模,分析客户的当前价值和潜在价值,利用数据挖掘中的聚类分析将VIP客户进行细分,找到对机场最重要客户,一般重要客户和次要客户,从而对其进行区别对待,进行一对一的服务,满足他们个性化的需求。将数据挖掘(Data Mining:DM)理论应用在机场VIP客户服务分析系统中,为数据挖掘技术在客户关系管理(Customer Relationship Management:CRM)中的应用做出了有益的尝试。测试结果表明,系统具有良好的稳定性和可靠性,不仅有效地实现了机场VIP客户信息的管理,而且对客户服务进行准确地决策,极大地提高了公司的经济社会效益。更多还原

【Abstract】 Along with the rapid development of China’s voyage transportation, the service competition becomes more and more fierce between voyage companies day by day, resulting in that competing press in market increases and air ticket price plummets, which produces enormous press to traditional voyage companies, and leads to some great and weak voyage companies exiting the market. Capital airport VIP Service management limited company is a subordinate airport ground VIP service institution to capital airport group, and the main business is to provide service which including inward and outward service, extending inward and outward service, common travelers’enquiring service, official airplane fly agency, flight ground safeguard and selling air tickets and so on to the Home Affairs and business guests who get in and out the airport. With the expansion of the organization and increasing number of VIP guests, higher demands are raised to service quality, so developing a comprehensive business system is imperative, meanwhile completing the existing customer basic data, data mining and conducting deep requirement and action analysis in the new system, in order to promoting quality of VIP service, is the new task and challenge to current informationize construction.The article designs and develops airport VIP customer service analysis system, which mainly realizes information management, customer service management and customer action analysis to capital airport VIP Service management limited company. Customer information management includes customer basic information management, membership card management, account management and so on. Customer service management includes querying scheduled flight, booking air ticket, booking hotel and telephone check-in service and so on. Customer action analysis completes customer basic data at first, modeling customers’satisfaction degree by their actions, analyzing current value and potential value of customers, and then subdividing the VIP customers with clustering analysis algorithm in data mining, and finally finding the most important customers, the second most important customers and the important customers in order to make a distinction among them, and give them different service by their level, satisfying their individual demands. Applying data mining theory to airport VIP customer service analysis system makes a beneficial trial in application of Customer Relationship Management (CRM) based on Data Mining (DM).Test result makes clear that the system has good stability and reliability, which not only achieves effectively information management of airport VIP customers, but also makes accurately decision to customer service, so the system improves tremendous economic and society benefit to the company.更多还原