Research On Airline Service Quality Evaluation Based On SERVQUAL

The domestic aviation industry is booming, while at the mean time the competition is fierce. Especially the high-speed rail is expanding in Domestic, which making the aviation industry faces the competition from both the inside and outside the industry. Except the price, the service quality is the key part of enhancing the competitive force. Because the needs is diversification and the supply is over than the needs. However, the domestic aviation industry has many problems in customer services. Especially when the flight delays, conflict happens a lot between staffs and customers because the service is not in place,even the situation that travelers occupied aircraft and burst into the runway hit the newspapers frequently, which indicates urgency of improve the customer service of domestic aviation industry. Therefore, combining the characteristic of domestic airlines to analyze how to build an efficient evaluation index system can help the airlines find the most important way to improve the service quality, which can increase the customers’satisfaction and loyalty index.The study takes the aviation service quality evaluation system as the research object. First, it researches the development status of domestic and international airline service quality evaluation.And then, it introduce the theory of evaluation index system including dimensions, evaluation methods. What’s more, it analyzes the problems about airline service quality deeply. This paper builds the system which suit for the aviation industry’s mass measurement by primary and secondary methods. After modifying the survey, many questionnaires have been send and collected. Through using the SPSS to analyze both reliability and validity, this paper build the evaluation index system for aviation industry by the results which get from SPSS. The last, using the fuzzy evaluation method, the paper evaluates the service quality of domestic aviation industry and analyses the evaluation results combining "importance-performance".The foundation of aviation service quality evaluation system takes the theory of service quality evaluation into aviation industry practice with theoretical significance. At the same time, it provides efficient tools for evaluation of service quality. It also helps the airlines find their problems and correct it at once, which has practical significance.