A Research On The Airline Service Quality Evaluation

The rapid development of China’s economy has driven the growth of the transportation industry.In these years,the demand for civil aviation transportation has increased,and the civil aviation industry has entered a stage of rapid development.However,the conflict between the rapid increase in demand and the slow increase in quality has brought great challenges to the development of the civil aviation industry.This paper will take the improvement of the service quality of civil aviation transportation industry as the main object of research,analyze the links involved in the process of providing services and the characteristics of airline services,find out the factors affecting the service quality of airlines,and do the overall evaluation of service quality of airlines and explore further improvement strategies.First of all,from the background of the topic,this paper states the main idea and significance of the writing.By sorting out the research history and current situation of relevant fields at home and abroad,relevant summaries and concepts are defined.Then described in detail the development status of domestic airline service quality,based on the developed network information service platform,combining with the existing platform of data by correlation and factor analysis to establish the airline service quality evaluation index system,which can be divided into—namely tangible,reliability,responsiveness,security,and empathising —five first-level indicators,23 points,10 secondary indexes under three-level index,and based on the analytic hierarchy process(AHP)to draw the index between the relative important degree.At the same time,the paper uses the cloud model theory with strong visual effect to evaluate the service quality of airlines according to the index system and survey data.According to the evaluation results,combined with cost effective method and evolutionary game theory,this paper analyzes the airline service quality decision principle,and proves that the civil aviation industry is still in the transition from price-oriented to service-oriented stage,airline transportation service still has strong externality,the strategy choice depends on the comparison of benefit and cost coefficient.Therefore,the airlines themselves should make efforts to improve passenger satisfaction,and the industry regulatory authorities also have the inescapable responsibility of supervision and guidance.Finally,this paper provides the relevant improvement suggestions,hoping to find some measures that in the new era of market economy system which can improve the airline passenger satisfaction,enhance enterprise long-term profitability and optimize consumer experience,meanwhile it also provides empirical data and theoretical basis for policy makers to formulate and promulgate relevant industry standards.