Research On The Impact Of Aviation Service Quality And Perceived Value On Passenger Satisfaction

As China’s economic level continues to increase,the demand for consumer services continues to increase.For the aviation industry,passenger requirements have shifted from the original point-to-point displacement demand to the demand for enjoyment and development consumption,and passengers’ service quality requirements for airlines will become higher and higher.Therefore,this paper takes the aviation service industry as the research background,and focuses on the impact of aviation service quality on customer satisfaction,and provides a reference for aviation service and management to change ideas and adapt to the development of new situation.Based on the existing research results,this paper takes the quality of aviation service as the independent variable,passenger satisfaction as the dependent variable,perceived value as the mediator variable,and consumption emotion as the adjustment variable.The dimensions of aviation service are reliability,responsiveness,empathy,tangibility and compensability;the perceived value dimensions are functional value,experience value,cost value and social value;consumption emotion dimension is positive emotion and negative emotion..And re-construct the research model of aviation service quality to passenger satisfaction,and explore the factors affecting the quality of aviation service to passenger satisfaction.Finally,the paper concludes that the quality of aviation service has a significant impact on passenger satisfaction,with reliability,tangibility and responsiveness being affected,and empathy is the most prominent;functional value,experience value,cost value and social value are respectively There is a partial mediation;positive emotions have an enhanced regulation effect in the process of service quality affecting passenger satisfaction,while negative emotions have no weakening regulation.