Research On The Service Quality Evaluation Of Aviation Catering Suppliers Of CA Aviation Guizhou Branc

Compared with other suppliers,aviation food suppliers have their distinct characteristics,It is necessary not only to provide the actual delivery of aviation food,but also to undertake the distribution service,so the evaluation of aviation food catering service quality should comprehensively consider two aspects of service quality,and its index design will also have its own characteristics,such as food safety,distribution efficiency,emergency response,service complaint response and handling efficiency,etc.Airline catering service is an important part of the daily operation of airlines,which has a great impact on the operation of airlines’ flights,and the quality of meals will directly reflect the service quality of airlines;On the other hand,its distribution efficiency will also affect the flight normality of airlines.The catering service of CA Airlines at Guiyang Longdongbao Airport is provided by two catering suppliers,and CA Airlines Guizhou Branch undertakes the daily management of the two catering suppliers.However,the service quality of the two suppliers has not been evaluated for a long time,and the specific indicators of catering service quality have not been discussed.This paper adopts SERVQUAL service quality model,Analyzed in five dimensions: tangibility,reliability,responsiveness,trust and empathy,Through the analytic hierarchy process to confirm the weight,based on five dimensions to decompose specific indicators,design questionnaires,CA Airlines in Guiyang Longdongbao Airport,two aviation food suppliers for the study of service quality evaluation,get the service quality scores of the two aviation food suppliers,analyze the gap between service quality and expectations.Through the feedback of survey data,find the shortcomings of service quality of two aviation food suppliers,adjust management measures,and improve the service quality of aviation food suppliers.The research on the evaluation of catering service quality of CA Aviation Guizhou Branch is of great significance to supplier management,It can not only effectively realize the dynamic tracking of the service quality of aviation food catering,but also provide reference for the service quality evaluation of other suppliers and other fields.It is an effective case of the management of aviation food suppliers in other molecular companies and terminals of CA Aviation.