Study On The Improvement Of Ground Service Quality In Hunan Branch Of China Southern Airlines

In the era of digitization,network,information,airlines should not only have a first-class hardware facilities,more must have the first-class software services.Quality of service,reflects the development level and synthetical strength of the airlines,determines the airlines to attract passengers and other customers.Innovative service means,improve the service functions,and strive to provide perfect service experience,has become an international trend of the development of the aviation industry.With the development of the world airlines,the improvement of the highway network,exacerbated by competition for airline passengers.For travelers,it is necessary to improve the quality of the service quality,improve the level of service of passengers.In recent years,China southern airlines service quality into the management of deep water area,the passenger’s expectations of the airline service and the demand is higher and higher,it is imperative to improve service quality.The first part is the introduction,this paper first clarifies the research background and significance of this article,and then at home and abroad in recent years the generalizes the research literature on the quality of aviation services,determine the basic concept of this article,and the research methods and content of this article has carried on the brief introduction.The second part to China southern airlines Hunan branch as the research object,first of all to do a brief introduction to China southern airlines Hunan branch,and lists the company service quality related data index in recent years,the service quality of Hunan and an introduces basic situation and current situation,and through to the passenger service quality questionnaire survey,it is concluded that the weak links of service quality,combined with the quality service of Hunan branch of existing data,analyzes the problems existing in the company in terms of quality of service and the reasons for the formation.then stressed the necessity of service quality improvement.The ground service guiding ideology and principle,and from strengthening basic protection work,improve employee satisfaction,reduce the supply and demand both sides cognitive gap to improve customer satisfaction,establish perfect service quality system,strengthen the cooperation with outside of China southern airlines Hunan branch service management to promote improvement strategy is proposed.After the fourth part put forward the standard of service quality promotion strategy,this paper puts forward the service quality to improve to achieve the goal of all,needed to realize this strategy are analyzed all kinds of safeguard measures,in order to realize the expected goal.Hope that through some of the conclusions of this study to China southern airlines Hunan branch of ground service quality to provide certain help,at the same time to provide some references for China’s airline service quality research value.