Research On Civil Aviation Service Evaluation Based On Kano Model And IPA Model

With the rapid development of the aviation industry,China's civil aviation industry as an important component of the comprehensive transportation system of the part of the total transport,aviation industry grow with each passing day,the competition is increasingly fierce,and the requirements of the civil aviation air passenger service quality are also increasing.How to improve the service quality,continuous service optimization,meet the increasing pressure of competition in the industry and passenger service requirements,enable the company to continuously improve the core competitiveness,has become the focus of attention of the aviation industry project.This paper describes the concept of service,quality of service,and the airport service quality,and analyzed and summarized the typical civil aviation service quality evaluation of the existing model,analyzes the advantages and disadvantages of Kano model and IPA model and improvement direction.According to the traditional Kano model to evaluate the customer satisfaction and the current IPA model can improve the improvement of service can not check whether the project can be typical defects and improve the customer satisfaction of the two models presented in the aviation service quality evaluation of the Kano model and IPA model for an important dimension of cross application;of traditional Kano model with unilateral problems,Kano model is proposed based on the improved Pareto principle,and then put forward the 6-IPA model;constructs the comprehensive model of typical faults for solving Kano model and IPA model.According to the civil aviation service quality evaluation model selection and dimension division theory,analysis of the actual verification to Tianjin Binhai International Airport aviation service quality evaluation as an example,the empirical research on the traditional Kano model,Kano model and IPA model using the improved cross and the new integrated model,the three evaluation results were analyzed.Results show that the improved Kano model and the evaluation results of the IPA model and comprehensive model of traditional evaluation model is more simple,the evaluation result is more scientific and reasonable,and gives the existence of civil aviation service quality in the pros and cons of the short board to propose solutions.This is the service quality evaluation model and a practice in civil aviation services in the field of civil aviation industry,pointed out the direction for the evaluation of service quality and service quality level,and has a certain theoretical and practical significance for further improvement,and provide a theoretical reference for the perfection of civil aviation service quality management.