China Eastern Airlines To Enhance Service Quality Strategy

In the digital, networked, information age, first-class airline not only a first-class facilities, but also have first-class software services. The level of service quality, reflects the airline's level of development and overall strength, determines the airline passengers and other customers of the appeal. Means of innovative services, improve services, and strive to provide perfect service for visitors to experience, has become the international aviation industry trends. With the development of the world's airlines, the improvement of road and rail network, increasing competition for the airline customer base. Fight for passengers, it is necessary to improve the quality of service quality, enhance the level of passenger service. In recent years, China Eastern Airlines service quality is particularly prominent, and enhance the quality of service is imperative.In this paper, the quality of service at home and abroad in recent years has combed the research literature, design survey questionnaire, with China Eastern Airlines for the study, the quality of service to its passengers on the basis of a questionnaire survey conducted depth interviews with experts and visitors and the use of CEA market research report related data, analysis of the company's service quality problems and the reasons for the formation.According to results of the analysis, this article examines the key factors affecting customer satisfaction, the direction for improvements and protection from the basic work to strengthen and improve employee satisfaction, reduce both supply and demand gaps in understanding to improve customer satisfaction, establish and improve the quality of service system, and strengthen cooperation with the external aspects of Eastern's proposed improvements to enhance service management strategy.In this paper, data mining, countermeasures, and human resource factors improving the impact remains to be explored further.