Research On China Eastern Airlines Sino-US Routes Two Tank Service Quality Improvment

With the Civil Aviation Administration of China's recent view and allowing domestic airlines to open the new route, new divisions, the transportation department of the United States also allow five airlines to further open the route application. More and more foreign aviation companies will participate in the course of the competition. The domestic airlines have brought the unprecedented challenge. Although China Eastern Airlines opened Los Angeles route as early as in 1991, then opened New York route in 2006, it has achieved great development in recent years. However, it still has some weak points such as infrastructure, level of human resource management, service level, flight route network construction comparing with other airlines who operate sino-us routes. Under this circumstance, how to supply high quality service to meet customer demand and improve customer satisfaction now become the core competitiveness to improve core competence of airline company.Based on the route two tank service quality as the research object, the paper generally analyzes the characteristics of two tank customer through the two tank service condition. Compared with Air China,Southern Airlines, Continental Airlines and other international well-known airlines sino-us routes two tank service, it shows some problems of China Eastern Airlines by using swot analysis.Through selection, it is concluded that airborne equipment, entertainment system, the catering, service process, service quality these five aspects existing various problems. We build satisfaction index around these five aspects, quantify the indexes and then draw satisfaction assessment model. Getting the five dimensions of satisfaction value and the analysis of the observations results through the actual questionnaire and network questionnaire with a combination. The paper puts forward suggestions from improving hardware equipment, meal quality, providing personalized service, paying attention to one line staff training,employee satisfaction, feeding back passengers opinion and meeting its demand in the first place. Finally it proposed the next research direction and the outlook for the future.This paper uses the theory of service quality, customer satisfaction and behavior theory, using the SWOT analysis and satisfaction evaluation model and so on research tools. China Eastern airlines sino-us routes two tank service quality promotion strategy is put forward on the basis of satisfaction questionnaire and through the data fusion and analysis. All these are as to improve the two tank customer satisfaction.