航空公司客户关系管理系统设计问题的研究

南京航空航天大学硕士学位论文航空公司客户关系管理系统设计问题的研究姓名：王正磊申请学位级别：硕士专业：交通运输规划与管理指导教师：徐月芳20070301iiiAbstractAlongwiththecompetitionofdomesticcivilaviationmarketbecomingmoreandmoredrastic,passengeristhefocusforairlines.Inordertodrawonpassenger,eachairlineusesvariousmeans.Thesemeansisimportantofcourse.Butalotofcaseindicates,passengershopetheindividualservicefromairlines,especiallyforthebusinesspassengers,whoseconsumetakeupthemajorityofsale.Asfarasmostairlinesitgoes,everythingforcustomersisincarnatedonservingnotation,butthelackoftechnique,systemandmanagementrestrictthefullyexertionofservingnotation.So,itisnecessarytocombinesale,marketstudyandcustomerservicesystem.Bytheautomatizationofoperationflow,thesimplicityofsaletacheandthemodernizationofmanagementmeans,thecustomerrelationmanagementofairlinescanbeamelioratedandimproved.Thispaperanalysistheapplicationofcustomerrelationmanagementindomesticairlines,andgiveschemetotheinstructionofCRMsystem.Inaddition,studyingtheabilityofanalysisofsystem,adoptingtheattribute-orientedinductionandBayesclassifytopredictingthebehaviorofcustomer.Last,itshowsthegreaterveraciousbyinstance.Keywords:airlines,customerrelationmanagement,attribute-orientedinduction,bayesclassify,()11.1CustomerRelationshipManagementCRM[1]1.1CRM2CRM80[2]19981999CRM20001[3]“”3CRM“”“”“”“”[4][5]2002200020%80%4[6]1.21.2.11.2.2CRM51.31.11.11.11.21.32.12.2CRM2.3CRMCRM3.1CRM3.2CRM3.3CRMCRM4.1CRM4.24.34.4CRMMATLAB5.15.262.1(CRM)CRM[5]CustomerRelationManagementCRMERPCRM2.1.1PCStevenJobs30[1]InternetInternet1994Internet[6]2.1.2CRM7CRMCRMCRMCRMCRM2.14Ps4CsCRM4Ps4Cs(2.1)[7]CRMCRMCRMCRMCRMInternetCRM[8]CRMProductPricePlacePromotionCustomerNeedsandWantsCosttoCustomerConvenienceCommunication82.2CRMERPCRMERPERPCRMERPCRMInternetCRMERP2.2[9]2.2CRM2.2.1CRM(BritishAirways)[10]1992InternCRMEmaiDataCenterERPMRP92000200020001.620015.58200010%10%“”3001/369%23%8%8%12523%CRM10CRM()()CRM80/2020%80%2.1.2A1929199917792000[11]53500A()A[12]A11AMEDAIMETRIX500A100050%A60%A(1100)20019995A()1999(CRM)CRMA20001AACD122.3CRM200225[11]CRM[13]CRMCRM[14]131.2.3.4.5.CRM[15][16](Segmentation)14(Scoring)(Prediction)2.415CRM3.1CRM3.1.1CRMCRM[17]3.1CRMCRM[18]3.1.2CRMCRMPC3.2163.1CRM(1)(CTI)CTI(2)(ACD)(ACD)(3)(IVR)(IVR)(IVR)PNRCRM17(4)()3.220%80%CRMWEBE-MAILFOC18CRM(1)(2)(3)(4)/(5)(6)(7)()/(8)(9)(10)IVR(11)INTERNET(12)(1)(2)(3)19(4)(5)(6)CRM,CRM20(1)(2)(3)(4)(1)(2)(4)(5)(1)(2)(3)(4)(5)(6)INTERNET(1)21(2)/()3.2CRM3.2.13.33.31.(ACD,AutoCallingDistribution)ACDCTI22ACDACDACD2.(IVR,InteractiveVoiceResponse)IVRIVRIVRIVRIVRIVR(1)(2)IVR(3)(4)7243.CTI(CTI)/CTICTI/CTICTI23CTIC/SCTIAPICTICTI4.(Agent)ACDCTI5.Client/Server3.2.26,PINSubFunction1.2.3.24()1212()SubFunction1./2.3.()()()()Email(Email)SubFunction1.2.3.25PINSubFunctionPIN1.PIN2.PIN3.PINSubFunction1.2.()3.SubFunction1.2.()3.263.4::=+++=--SubFunction1.2.1.()PNR227SubFunction1.2.SubFunction1.2.1.()PNR2SubFunction1.()2./(20)PINEmail()PINPIN28NNACSubFunction1.(PIN)2.3.PINIDIDSubFunction3.3CRMCRMCRM[19]CRM1CRMCRM29()2(1)(2)(3)()(1)(2)CRMCRM3.430CRM4.1CRM[20]4.1.1[21]4.1.2[22]314.1.3[23]/324.24.2.1[24]()4.14.2.2/[26]334.14.2.3(datageneralization)Ifage=31~40Andincome=highThenCredit_rating=excellentnameageincomeCredit-ratingSandyBillCoutneSusanClaire….≤30≤3031~404031~40LowHighHighMedHigh…FairExcellentExcellentFairfairnameFrankSylviaAnneage40=3031~40incomeCredi_ratingHighLowHighFairFairExellent(JohnHenri,31…40,high)Creditrating34(attribute-orientedinductionAOI)1989[26](attributeremove)()(attributegeneralization):100%(quantitativerule)t−()nqnqt−nq1_()/()naiitweightcountqcountq==∑n12,...nqqqaq12,...nqqqt−[0.01.0][0%,100%].(quantitativecharacteristic)(1)t−(2)countt−35,arg_()[:]...()[:]llmmXtetclassconditionXtwconditionXtw∀⇒∨∨Xarg_tetclassXlconditionlwlwlconditionit−i{}1,...m282850100/(analyticalcharacterization)(analyticalcomparision)GiniSmSisiC1,im=…iC/isssS1221(,)logmiimissIsssss==−∑…36{}12,...vaaaAS{}12,,..,vSSSjSSAjajSiCijsAA()111()VjmjjmjjjssEAIsss=++=++∑……A2()(,,..,)()mGainAIsssEA=−S[27](1),.,(2)AOI,(AOI)(3)(4)AOIAOI4.3[31]XHX37C(|)PHXXH(|)PHX(posteriorprobability)XH(|)PHX()PHX()PX()PH(|)PXH()PX()PH(|)PXH(|)PHX(|)()(|)()PXHPHPHXPX=1n{}12,3,,,nXxxxx=…n1,23,,nAAAA…n2m1,2,3,mCCCC…XXiC(|)(|),1,ijPCXPCXjmji≤≤≠(|)iPCX(|)iPCXiC(|)()(|)()iiiPXCPCPCXPX=3()PX(|)()iiPXCPC12()()()nPCPCPC==…(|)iPCX(|)()iiPXCPC()iisPCs=isiCs4(|)iPXC(|)iPXC381(|)(|)nikikPXCpxC==∏12(|),(|),(|)iiniPxCPxCPxC…kA(|)kiPxC=(|)ikkiisPxCs=ikskAkxiCisiC5XiC(|)()iiPXCPCiC(|)()(|)()iijjPXCPCPXCPC[32]4.4243()0~5000050000~1000001000004.1123,,CCC160671612322216016067671616(,,)logloglog1.17243243243243243243Isss=−−−=EXCEL4.21iaas2,3,4,5,6i=sum(s(:,1))1iaas394.11a1232a10~526~10311~154163a10~728~11311~224234a10-4002401-8003801-120041201-1600516005a1=20221-30331-40441-505506a10-222-333-44=54.211s12s13s14s63961021s22s23s24s022341131s32s33s34s00610sum(s(:,1))sum(s(:,2))sum(s(:,3))sum(s(:,4))63118412100.69400.76040.9984sum(s(1,:))sum(s(2,:))sum(s(3,:))sum(sum(s))16067162431()ET0.6516()GainT0.71634.311s12s13s14s507733021s22s23s24s003730404.3()31s32s33s34s00016sum(s(:,1))sum(s(:,2)