Study On The Influencing Factors Of Aircraft Maintenance Service Satisfaction

In recent years,the rapid increase in the number of Chinese aircraft brings new opportunities and challenges to domestic aircraft maintenance industry.On the one hand,domestic aircraft maintenance enterprises increase the investment in aircraft maintenance industry and strive for greater profits under the new opportunities.On the other hand,due to the nature of Chinese airlines,the aircraft maintenance enterprises under the airlines mainly face the aircraft of their own companies.Aircraft operators have a higher and higher demand for aircraft maintenance services.Many aircraft maintenance units have made a variety of reforms and attempts,and achieved certain results.However,there is still no change in the status quo that nearly 75% of our aircraft and parts are sent abroad for maintenance.Our aircraft maintenance service satisfaction is generally low.The reasons are as follows: the top design of aircraft maintenance enterprises lags behind,the coordination mechanism is not smooth,and the infrastructure is insufficient.By exploring and studying the structure and mechanism of influencing factors in the satisfaction of aircraft maintenance service,this study aims to explore development space for improving the satisfaction of aircraft maintenance service,so as to provide theoretical support for practical research on improving the satisfaction of aircraft maintenance,and to truly reflect the supporting value of our country from "major civil aviation power" to "powerful civil aviation power".Based on basic theories such as aircraft maintenance service,satisfaction theory and common customer satisfaction measurement method model,this paper adopted qualitative research methods,grounded theory,designed open questions,and took domestic aircraft maintenance customers and aircraft maintenance staff as interview objects.The concept of the interview materials was refined to form a category,and the core category was gradually formed,from which the influencing factors of aircraft maintenance service satisfaction were summarized.Based on the logical relationship,an "exploratory" conceptual model of the factors affecting the satisfaction of aircraft maintenance service was formed and the attribution of the current problems was carried out.The specific conceptual model needs further quantitative verification.Combined with previous research results and related theories,the hypothesis relationship between variables was proposed,and a theoretical model of influencing factors of aircraft maintenance service satisfaction was built.SPSS25.0 was used to conduct correlation analysis on the initial questionnaire data,and a formal questionnaire meeting the requirements of reliability and validity was formed.AMOS24.0 was used to carry out model fitting and hypothesis testing on the sample data,and the results clarified the structure and mechanism of influencing factors of aircraft maintenance service satisfaction.Through the research on the questionnaire data,it is known that the five measures of maintenance facilities,qualification and ability,service design,maintenance activities and quality control have significant positive effects on the satisfaction of aircraft maintenance service.Their standardized reliability coefficients affecting the overall satisfaction of aircraft maintenance service are 0.940,0.960,0.946,0.949 and 0.948,respectively.The closer the standardized reliability coefficient value is to 1,the higher the reliability of the sample is.Relatively speaking,the reliability is very good.The main research conclusions are as follows:According to the data analysis,the equipment of maintenance facilities will directly affect the satisfaction level of aircraft maintenance service,and maintenance facilities will also affect maintenance activities and service design,which will indirectly affect the satisfaction level of aircraft maintenance service through maintenance activities and service design.The condition of qualification and capability will affect the satisfaction of aircraft maintenance service,and also affect the quality of maintenance activities and service design,thus indirectly affecting the satisfaction of aircraft maintenance service through maintenance activities and service design.Quality control will directly affect the quality of aircraft maintenance service satisfaction.In addition,quality control will also indirectly affect the satisfaction of aircraft maintenance service through maintenance facilities,qualifications and capabilities,service design and maintenance activities.The quality of service design and maintenance activities has a direct impact on the satisfaction of aircraft maintenance service,and the effect is obvious.This study has certain theoretical reference value and practical basis for improving the satisfaction of aircraft maintenance service.According to the results of the research,some suggestions are put forward to improve the satisfaction of Chinese aircraft maintenance service: to coordinate the supply of aircraft maintenance facilities,to improve the qualification and ability of aircraft maintenance service,to optimize the design of aircraft maintenance service,to expand the business scope of aircraft maintenance service,and to strengthen the quality control of aircraft maintenance service.Due to the limited conditions,there are some deficiencies in this study,such as insufficient data richness,incomplete generalization of influencing factors,and the need for later verification of the improved method.In future studies,it is necessary to expand the research materials to facilitate a better understanding of the relationship between influencing factors and further improve the method.