Air Passenger Service Quality Management Based On Gap Theory And ISO9001 Standard

As the domestic air transportation market develops rapidly and the competation becomes more severe day by day, airlines has to face the bad envirement that surply exceeds demand, passenger have many kinds of needs and service diverse, service quality becomes the key to the airlines' survival. While the problem to establish service standard and to control the service quality has not being solved in air passenger service quality management for a long time, and become an frontline issue. This article is to solve these problems.This article discussed how to investigate and analyse passengers' expectation and gap with gap theory by flights. In order to set up a suitable service standard and an unanimous service , this article provided an idea of establish service standard by flights according to the result of gap theory investigation and quality management system(QMS) in consideration of the requirements of ISO9001 standard and airlines actual situation and the time of QMS design . To make a deep ananlysis to the theory, this article choose CHINA SOUTHWEST AIRLINES as the object to reserch and found that ISO9001 standard retrieved the gap theory could direct the both air passenger service quality management and the other service trade.This article has six parts: the first part emphersize the importance of service quality and make an introduction of service quality in domastic air passenger transportation; the second part introduced ISO9001 standard and application andinsufficiency; the third part introduce gap theory and application and insufficiency, the fourth part provide air passenger service quality management based on gap theory and ISO9001 standard; the fifth part analyze with examples; the sixth part tag.