Research On Airline Service Quality Management System

Service quality has become one of the key factors of airlines competition increasingly. Domestic airlines are facing rigorous challenges after China joined WTO. There are big gaps between foreign and domestic airlines in consciousness and management of passenger service quality. With the routine service items of airlines are more and more homogeneous, service quality management has become the focus of competition. Therefore, it is a meaningful subject to help domestic airlines establish service quality management system in order to measure and improve service quality correctly and increase passenger satisfaction and enhance competitiveness.Based on service quality theories, quality management theories, customer satisfaction and behavioral science theories, this thesis analyzed airline service quality and its characteristic, studied the elementary principle of airline service quality management systematically, established the framework of airline service quality management system mode which is on the foundation of process. It also analyzed the process of airline service management and supply. This thesis discussed the methods how to improve airline service quality, presented a scientific passenger satisfaction measuring index system and radically analyzed the causes of service quality problems. Using importance-performance analysis, some improvements were given out. At last, taking Air China for example, this thesis gave a demonstration of passenger satisfaction measurement.The result provides relevant reference for domestic airlines.