Research On Civil Aviation Service Quality Evaluation Based On Kano's Model

Along with economic development,our country has already entered into aviation common era.The explosive growth of local airlines and aircraft leasing industry's strong rise powerful illustrates the broad prospects of the civil aviation development of China.Also for this reason,the competition between airlines will be more intense,and the airlines are facing more fierce competition for resources and taking more pressure.According to the statistical data of the civil aviation administration of China consumer complaints and reports,because of flight delays and baggage mistakes,the check-in formalities problem,or improper handling complaints,lots of travelers make protest acts because of dissatisfaction.All these cases bring airline's reputation serious negative effects,and also causing economic losses as well.In the same time,the passengers' service quality perception consciousness has constantly strengthened,and they have the requirements to improve the quality of service.In order to improve the customer satisfaction,service quality management activities attract more and more concern and attention of the airlines.With more attention paid to the civil aviation service quality,lots of service quality evaluation model are applied by researchers.As a starting point based on the SERVQUAL model and SERVPERF model,draw lessons from of the existing civil aviation service quality evaluation model' dimensions and classification.In constructing the civil aviation service quality framework,through literature study,expert interview,a random survey of the passengers,online survey,build up the preliminary index system of civil aviation service quality evaluation model,using the SPSS statistical software to test the reliability and validity of the model,and determine the final index of the model used in this paper.Using Kano model as the main tool combining with the Importance-Performance Analysis method,we do the two-dimensional cross Analysis of the selected civil aviation service quality factors.According the analysis of the relations among performance,importance and satisfaction,figure out the priority of the enterprise quality management decision,and provide effective service management advice for civil aviation enterprise.Finally use the grey theory and Markov chain process steady state model,do the prediction analysis of the quality elements in the phase of attractive quality.Service quality evaluation model based on the Kano model applied in this paper,is a new positive practice using service quality evaluation model in the field of civil aviation service,and has a certain theoretically and practically instructive value.In quantification research of the Kano model,the model applying also has a certain theoretical enlightenment function.