Research On Service Quality Evaluation System Of Shenzhen Airlines

With the rapid development of the aviation industry,all domestic airlines have reached a consensus that establishing a scientific,meaningful and effective service quality evaluation system is the key to improve the service quality of airlines.Compared with the international first-class airlines,it's late for domestic airlines to pay attention to service quality,and there are big gaps between foreign and domestic airlines in service quality.What's more the airlines must constantly improve their service quality to meet the increasing demand of passengers.And service quality evaluation system is the key to improve the quality of service,so it is imminent to build a suitable service evaluation system.With the development of more than two decades,nowadays Shenzhen Airlines are operating nearly 200 domestic and international lines.Shenzhen Airlines has become the top five domestic carrier in China.However,after the change of shareholding,the reform of management structure and management concept,the management of service quality has been constantly changing.Therefore the original service quality evaluation system is out of date and can't meet the current passenger's service requirements for lacking the continuous service monitoring strategy.At the same time,with the advent of the era of big data together with the emergence of the concept of "Internet +",Shenzhen Airlines has to improve the service quality evaluation system and upgrade it continuously.Using related theories and methods of service quality management,we construct a new service quality evaluation system for Shenzhen Airlines,including passenger satisfaction,passenger complaints,service quality monitoring,flight safety index,flight punctuality rate,baggage error rate and key customer evaluation.The analytic hierarchy process(AHP)is used to calculate the weight of the seven evaluation indexes.Then the evaluation system is applied to evaluate the overall quality of Shenzhen Airlines.Comparing the application results with the status of service quality,we can get the conclusion that the service quality evaluation system of Shenzhen Airlines is effective.At the end of this paper,some suggestions are put forward to improve the service quality of Shenzhen Airlines.