S Airline Flight Attendant Cabin Service Quality Status And Improvement Strategy

With the extension of the market,development in technology and standardization of service,customers' requirements on aviation industry's hard and soft service are improving.Simultaneously the Homogenization of aviation products is getting more and more obvious.In the area of aviation services which is now facing intense global competition,relying on low-efficiency strategies such as cutting down ticket price or reducing cost won't help airline companies out of financial crisis,by contrary,it could lead to deteriorating business operations and declining profitability.Under such circumstance,the competition between airlines shifts from price-oriented into service-oriented.Hence the quality of airlines service has become a hot issue for aviation enterprises.It's a significant issue for improving airlines core competence to set up a scientific and effective evaluating system in order to correctly evaluate the service provided by airlines.This thesis is based on the theory of service quality,quality control and customer satisfaction,guided by PZB service quality conceptual model,5GAP model theory and professor Gronroos' s customer expected/perceived service quality theory.Through an in-depth analysis of airlines' service quality evaluation system,this paper studies the concept,constitution,framework and context of the system.Meanwhile,combining S airline's strategic environment,developing plane,abilities and customer satisfaction,this paper specifies the core competence of S airline.Taking cabin service,which is most typical and crucial for aviation service,as main aspect of the research,this paper also analyses S airline's service status and problems of service managing and comprehends cabin service from customers' perspective.Further study on causes of cabin service problems shows that high quality service is the core competence,the foundation of development,as well as the stimulator of promoting enterprise value.S airline should effectively combine company benefits,employee benefits and customer satisfaction and take the respect towards its employers and customers as the power source of enhancement.This research will help S airline better understand customers' requirements and provide high quality service with more efficient cabin service arrangement.