Research On Cabin Service Quality Improvement Strategy Of G Airlines

As Chinese economy turns to high-quality development,the people’s requirements for the civil aviation service quality are becoming higher and higher,and the unbalanced and insufficient supply of civil aviation service is increasingly prominent,and the advantages gradually lost.Airlines,as one of the main operation entities of civil aviation,to improve service quality rapidly has become an inevitable choice for their development and even survival.This thesis takes G Airlines’ cabin service as the research object.Firstly,through the research of service quality and civil aviation transportation related literature,this thesis defines the concept and nature of service quality and cabin service quality,and chooses the SERVPERF scale method as the theoretical model.Secondly,this thesis positions initially obtains its general service problems by comparing and analyzing the data published by CAPSE website.Then,based on the SERVPERF scale method,a cabin service quality index evaluation system containing 5 first-level indicators and22 second-level indicators was constructed for G Airlines,and carries out passengers questionnaire survey.Through the analysis of the survey data,combined with the problem presented by the CAPSE,it is found that the main service pain points of G Airlines are the lack of cabin crew’s service ability,poor cabin environment,relatively backward cabin equipment and configuration,and inadequate service response.The main reasons are unclear positioning of diversified service products,insufficient balance between service and sales,insufficient input and maintenance of hardware facilities,imperfect service standards and training,insufficient service capacity of agency units,and insufficient application of new technologies.Finally,combined with the present social,cultural and economic and the experience of excellent airlines,this thesis formulates improvement strategies from six aspects: improve service product system,transform in-flight sales model,hardware investment and maintenance,training of cabin crew,manage agency units,and the application of new technologies,so as to effectively promote the cabin service quality of G Airlines.