Aviation Industry Literature Review

History of Aviation Industry

Aircraft have been around for a century, but aviation has been around for more than 2000 years. Ideas for flying vehicles were being thought of during the Ramayana period. Leonardo da Vinci, made many model aircraft that didn’t fly. He introduced lighter-than air flight. Lighter-than air vehicles, at first used hot air but started using hydrogen because it is lighter than air. But hydrogen is highly explosive and can be triggered by just a spark. On May 6th 1937, Hindenburg a hydrogen airship exploded and crashed on landing in New Jersey. Nowadays, airships use helium which is an inert gas. The Wright brothers, Wilbur and Orville, made the first successful heavier than air aircraft, the

School of Economics, Tianjin University of Commerce, Tianjin, China, 300134

2. Department of Economics and Management, Dezhou Vocational and Technological College, Dezhou, China, 253000, [e-mail]

Abstract: The concept of customer satisfaction has attracted much attention in recent years.

Organizations that try to analyze this concept should begin with an understanding of various customer satisfaction models. In this paper, the emphasis is on reviewing the main concepts and models of customer satisfaction.

Keywords: Customer satisfaction, Definition, Macro-models, Micro-models

1 Introduction

Both public and private sectors have given much attention to the concept customer satisfaction in the Past couple of decades. Naturally, administrators have requested their staff to do customer satisfaction studies for their own organizations. An analyst or researcher must operationalize the concept of customer satisfaction in order to measure it. More importantly, in order to have validity for any measurements, the analyst needs to assume some model of the subject matter. The analyst must use very explicit conceptualizations of the subject matter (in other words, models) if she/he expects to do research and analysis that has relevance for organizational decisions. This paper is divided into several sections. First, a brief review of main concepts of customer satisfaction is provided. Next, we try to provide the analyst an overview of models of customer

Simply put, Happy Customers are more likely to be Repeat Customers - and finding out how Happy Customers are after interacting with employees is a critical metric for performance. While this data can be obtained in many different ways, most of these are highly objective, Customer Satisfaction Surveys focus on subjective things that are impossible to gather without asking your customers directly.

Finally, through Satisfaction Surveys your customers are literally telling you what you need to do to earn their business, their repeat business or a word of mouth recommendation to their friends and colleagues. Surveys should not merely be data gathering exercise. Organisations that create a culture to enable them to take immediate action improve processes and procedures and inform strategy will maximise the benefits of this information and increase their revenue.

Hypothesis Statement

(1.) To analysis the relationship of customer satisfaction between Airport Terminal Building & Toilet Facilities.

Ho: - There is no significant difference between Airport Terminal Building & Toilet