Research On Service Recovery Quality Evaluation And Management In Flight Delay Based On SERVQUAL Model

With the rapid development and improvement of travel efficiency of civil aviation industry in our country, the national economy is driven. But due to the over rapidly development, problems come out. Issues such as large flights delay, long stranded passengers, passenger dissatisfaction with aviation services and so on pushed the flight service recovery problem to the forefront. Hence accurate measure of passenger satisfaction with flight delay service recovery becomes key factor for improving service quality, passenger satisfaction and airline industry competitiveness, making flight delay service recovery quality evaluation focused on.For China's vast territory and various passenger types, restrictions of evaluation index and data are solved with network survey. Weight and uncertainty problems are solved by weighted SERVQUAL and “ Performance – Grey ” Fuzzy Comprehensive Evaluation method regarding complexity and uncertainty of service quality evaluation.Based on theories of service quality evaluation, service recovery and flight delay, scientific evaluation index system is built combined with professional and frequent-fliers' experiences, while data reliability and validity are analyzed using SPSS19.0 statistical software. Then two evaluation models based on SERVQUAL are used to analyze index importance as passenger expectation and perception on flight delay recovery service quality, performance results and overall evaluation results.In the end, service recovery improvement measures are put forward aiming at comprehensive evaluation results. Airlines need to attach importance to all kinds of service problems after flight delay. Measures like improving passenger waiting environment, explaining delay reasons, setting up consulting counters and so on could also be taken. The research has a great significance for airlines facing flight delay and improving service recovery quality.