The Research Of Service Quality Management For Korean Air

With the development of Chinese aviation industry, their have more and more domestic airlines and foreign airlines come to China for development. Korean Air is the national airline of South Korea in 1969 after the establishment of joint-stock by the restructuring of private enterprises. Korean Air attaches great importance of the Chinese market, and strive for further investment in emerging markets, expand market share in China, enhance the Korean companies'global competitiveness of air transport markets.In Chinese aviation market, in order to improve competitiveness, increasing competition makes all of the companies begin to pay attention to their services, therefore, each airline in China is paying attention to the service. The research of service quality has begun by 1980s, a lot of researches and models about it have been proposed, and air quality management accounts for a part.This paper selected Korean Air as the object of study quality of service and entry point, analyzed the status of Korean airline service quality in system. Detailed exposition and summary its service problems in China in the development and the solutions to respond to the proposed system, This article points out of six parts:the first part is introduction, introduced the background of this topic and the significance; Second part is the status of quality management and research of the description; Third part is the briefing and the Service Quality Management of Korean Air; the fourth part use the gap theory to make a questionnaire survey and then analysis the customer service experience on the perception of Korean Air, and find the problems; Fifth part use the gap theory method to analyze the customer feel about the quality of Korea Airline; Sixth part is the conclusion, made the summary of the whole paper.