The Research Of Cabin Service Quality Improvement Strategy Of N Airlines

With the rapid development of our country’s economy,the aviation industry has gradually lost its monopoly position under the strong impact of the high-speed rail transportation industry.At the same time,C hina’s service industry is also affected by the advanced concepts of the developed countries in the world,and has been greatly improved.However,the degree of homogeneity of products in the aviation industry is serious,and the concept of service is backward.The service concepts and service levels of airline companies for customers have failed to keep up with the times.They only rely on low-level competition such as ticket price reduction promotions and blind cost reduction,resulting in companies lacking individuality and core competitiveness and failing to keep up with the development level of the times.Therefore,exploring how to improve customer demand-oriented high-quality aviation service strategies has become an important issue for airlines to pay attention to.This article takes N Airlines as an example to observe,analyze and discuss its service quality improvement strategy,hoping that the research conclusions can provide opinions and suggestions for N Airlines to improve its cabin service quality.It can not only enhance its own competitiveness,but also provide reference for the improvement of cabin service quality in the same industry.The article takes N Airline cabin service quality as the research theme.The first chapter is the introduction,expounds the research background and purpose,and summarizes and reviews domestic and foreign literature.The second chapter defines the concepts of service quality and cabin service quality,combined with the theoretical model of service quality to provide assistance for the following research.T he third chapter introduces N Airlines and related service measures,and based on the latest CAPSE data,makes a horizontal comparison of N Airlines cabin service quality.Using the SERVQUAL scale as a model,the service quality is divided into five dimens ions,and the detailed dimensions are set to specific indicators to issue a questionnaire survey to get a specific and in-depth understanding of the current status of the service quality of the N Airlines cabin.The fourth chapter analyzes the reasons for the service quality problems in the cabin of Airline N,and summarizes them into four aspects: the overall requirements of the Civil Aviation Administration,the lack of on-board hardware facilities,the lack of adequate meals and the lack of professionalism of the flight attendants.Chapter 5,based on the above four reasons,proposes the service quality improvement strategy from the following five aspects,including complying with the requirements of the bureau;improving the professionalism of the flight attendants;improving the hardware facilities on the aircraft;improving the regulations and improving the happiness of the flight attendants,etc.The sixth chapter,conclusions and prospects,summarizes the full text and prospects for future research directions.