Research On The Evaluation Model And Application Of Service Quality Of General Aviation Short-haul Transportation In China

With the rapid development of general aviation,the importance of service quality in the short-haul transportation of general aviation has become more and more obvious,and has also attracted a lot of attention from academia and industry.However,the development of service quality of general aviation short-haul transportation still has significant problems due to the limitations of various factors such as geographical location and uneven professional quality of service personnel in China.Based on the background of the General Office of the State Council issuing indicative opinions on promoting the development of general aviation,this thesis firstly conducts an extensive search and collation of relevant theories,and on this basis uses research methods such as Kano model and QFD to analyze and study the quality of general aviation short-haul transportation services,with the intention of achieving the research purpose of optimizing the quality of general aviation short-haul transportation services.After analyzing and classifying passenger service demand using the Kano model,considering the advantages of the Kano model in analyzing customer demand and the disadvantages of QFD in analyzing customer demand,and after developing a method to integrate with QFD based on the designed quantitative Kano model,the following research conclusions are drawn in this thesis:(1)Kano based on the attributes of the quality of general aviation short-haul transportation services classification,in order to prevent customer dissatisfaction,the quality of airline short-haul services should be ensured to meet the basic requirements of customers;(2)in order to be invincible in the competition,the airlines concerned need to focus on improving the quality of airline short-haul services;(3)in order to significantly improve customer satisfaction and attract new customers,airlines need to innovate airline short-haul services.Based on this,this thesis gives targeted strategies and suggestions,including:(1)first of all,ensuring that no ramp accidents and safety errors occur;(2)opening up communication channels with passengers to accurately assess their needs and obtain further information;(3)strengthening passenger knowledge management to help employees accurately understand customer needs and improve communication skills;(4)To enhance the ability to solve passenger problems to provide passengers with targeted services,it is hoped that this study will have very positive reference and practical significance in promoting the healthy and rapid development of China’s short-haul transportation by air and in promoting the transformation of China’s transportation industry into an economic growth mode.