Optimization Design Of A Business Airline’s Service Quality Management System

With the gradual improvement of China’s economy and living standard,people’s demand for business travel and tourism travel is increasing,and the wealthy people have higher and higher requirements for timeliness,comfort and privacy of travel.For business airlines,facing the increasingly fierce competition in the business aviation market and the customer groups that need increasingly improved service,how to improve the service quality is an important issue in front of them.At present,China’s business airlines have basically established the quality management system in accordance with the ISO9001 standard,but they mainly focus on safety management.As for the service quality management,there are generally problems such as insufficient attention,unclear management concept and unclear management effect.As an early established business jet operator in China,A company has rich management experience,and it also faces the above-mentioned pain points.Therefore,combining with the new needs of the current development of business aviation customer service,this paper takes company A as the research object,aiming to optimize and design its service quality management system,so as to achieve the purpose of strengthening organizational management efficiency,improving service quality,and enhancing enterprise operation and profitability.First of all,the paper makes clear the research background,purpose and significance,and introduces the literature review on aviation service quality at home and abroad.Secondly,it systematically elaborated the theories related to service quality and the methods and theories related to quality management system,laying a theoretical foundation for the paper.It focused on the study of ISO 9001 standard and the theories related to total quality management(TQM),summarized the similarities and differences between them,and made clear the idea of combining them.Thirdly,it introduces the basic situation of company A,analyzes the limitations of the application of ISO 9001 quality management system to company A,and focuses on the investigation,measurement and analysis of the current situation of service quality.The research objects include customers and employees at both internal and external levels.The research methods are questionnaire survey and observation interview.At the customer level,SERVQUAL scale was used to analyze the historical complaint information of A company in the past three years.At the company level,the survey was carried out through the first-line interview of employees and the self-assessment questionnaire of service quality gap.Measure the service quality gap of A company from both inside and outside of A company and analyze the reasons.Fourth,based on the analysis of the above,designed the optimization model of service quality management system,A company will service quality gap model(gap 5)and total quality management(TQM)concept into the ISO 9001 quality management system,the optimization model including the quality control system,quality structure system,service recovery system and information management system,the four statures system linked to each other,through quality control means to achieve the goal of bridging the service quality gap,promote the service quality of A company.Fifth,put forward to ensure the smooth implementation of the optimization system operation guarantee recommendations.Finally,the conclusion of the study is summarized,and the deficiencies of the study and the prospect for the future are proposed.