Research On Remediation Services Of Flight Delays Based On FPA

With the high-speed development of national economy, Chinese civil aviation transportation indu stry is booming, especially the growing passenger traffic. Fast is the biggest advantage of the civil avi ation travel, however, flight delays become a common problem during civil aviation travel which also caused a lot issues between passengers and airlines. Reasons of flight delays are various, including ma ny uncontrolled and inevitable factors. Therefore, improve the level of flight delay remedy service is i mperative.First of all, from the perspective of literature metrology, the literature keywords word frequency s tatistics, the co-occurrence analysis and clustering analysis, Synthetically analyzed the flight delay re medial services' study status and development trend in China through the SATI, UCINET and NETD RAW; Then, based on SERVQUAL, flight delay remedy service quality model was established by pas sengers for flight delay remedial services satisfaction survey, the article USES the method of D- S evi dence theory combined with the entropy value method, Quantitatively and synthetically evaluated the quality of flight delay remedy services in China.; Finally, this paper introduced the FPA and construct ed a three dimensional integration with, attention, satisfaction and the results of FPA analysis, build a model based on the relationships among three dimensions, provided by the execution of remedy strat egy for the enterprise management.Results showed that: at present, the academic study of flight delay remedy service be more theor etical and strategic advice to qualitative analysis is given priority to, delay remedy service quality eval uation model is a rare study; The rate of flight delays remedy service quality level of overall satisfacti on level is between "not satisfied" and "acceptable"; Current status of flight delay recovery service in China is not a kind of close and thoughtful service, started a innovated and deeply research on the flig ht delay remedial service with the new idea of "customer orientation" has theoretical and practical sig nificance.