【作者】 苏静；

【导师】 马静；

【作者基本信息】 南京航空航天大学 ， 工商管理， 2018， 硕士

【摘要】 随着航空业的迅猛发展,国内各家航空公司已经达成了一个共识,构建科学的、实际的、有效的服务质量评价体系是航空公司服务质量提升的关键环节。由于我国航空服务普及较晚,民航企业对普通旅客服务感知重视程度较低,而随着时代发展旅客需求又在不断提高,这就要求航空公司必须通过各种途径提升服务质量,而服务质量评价体系则是服务质量提升的关键,所以构建与时俱进的服务评价体系迫在眉睫。经过二十多年的发展,虽然目前深圳航空公司机队规模已经可以进入国内前五的行列,通航点不仅涉及国内主要城市,也开通了国际、港澳台航班,航线遍布全国,辐射亚洲等地区;但是在经过了股权变更、管理理念及管理结构改革以后,服务质量管理工作也在不断改变,原有的服务质量评价体系也在持续服务监控上存在了缺失,不能更好的与当下旅客对服务的要求相契合。同时,随着大数据时代的到来,“互联网+”等理念的出现,要求深圳航空公司必须对服务质量评价体系进行研究,不断完善、提升。本文运用服务质量管理的基本原理,参考大量文献资料,以服务质量五要素理论、服务质量差距模型理论为基础,结合深圳航空公司实际服务质量情况,构建了深圳航空公司服务质量评价体系,并运用层次分析法明确了旅客满意度、旅客投诉、服务质量监察、航班安全指标、航班正点率、行李差错率、关键客户评价等七个评价指标的权重值,构建完整的深圳航空公司服务质量评价体系。应用构建好的深圳航空公司服务质量评价体系对深圳航空公司服务质量进行实证研究,通过应用结果与深圳航空公司服务质量现状的对比,确定本文构建的深圳航空公司服务质量评价体系是有效的。最后针对目前深圳航空公司服务质量存在的问题提出改进建议。更多还原

【Abstract】 With the rapid development of the aviation industry,all domestic airlines have reached a consensus that establishing a scientific,meaningful and effective service quality evaluation system is the key to improve the service quality of airlines.Compared with the international first-class airlines,it’s late for domestic airlines to pay attention to service quality,and there are big gaps between foreign and domestic airlines in service quality.What’s more the airlines must constantly improve their service quality to meet the increasing demand of passengers.And service quality evaluation system is the key to improve the quality of service,so it is imminent to build a suitable service evaluation system.With the development of more than two decades,nowadays Shenzhen Airlines are operating nearly 200 domestic and international lines.Shenzhen Airlines has become the top five domestic carrier in China.However,after the change of shareholding,the reform of management structure and management concept,the management of service quality has been constantly changing.Therefore the original service quality evaluation system is out of date and can’t meet the current passenger’s service requirements for lacking the continuous service monitoring strategy.At the same time,with the advent of the era of big data together with the emergence of the concept of "Internet +",Shenzhen Airlines has to improve the service quality evaluation system and upgrade it continuously.Using related theories and methods of service quality management,we construct a new service quality evaluation system for Shenzhen Airlines,including passenger satisfaction,passenger complaints,service quality monitoring,flight safety index,flight punctuality rate,baggage error rate and key customer evaluation.The analytic hierarchy process(AHP)is used to calculate the weight of the seven evaluation indexes.Then the evaluation system is applied to evaluate the overall quality of Shenzhen Airlines.Comparing the application results with the status of service quality,we can get the conclusion that the service quality evaluation system of Shenzhen Airlines is effective.At the end of this paper,some suggestions are put forward to improve the service quality of Shenzhen Airlines.更多还原