Research On China NF Airline Service Quality Management Improvement Strategy

Since the reform and opening up,with the rapid development of the economy and the upgrading of the quality of life,China’s civil aviation industry has entered a new era of development in terms of scale,quality and efficiency.However,behind the rapid development,compared with foreign advanced airlines,Chinese airlines still have some problems,especially in the aspect of passenger service quality.Specifically,in terms of service quality awareness and service quality management,there is still a large gap between the overall experience of service quality and the expectation of passengers.Currently,in the homogenization of that airline’s service products,the service quality management of the airline is enhanced,the aviation experience and satisfaction of the passengers are enhanced,and the core competitiveness of the airline is a practical and meaningful research topic.This paper is based on the theory of service quality and SERVQUAL quality evaluation framework,taking China NF airline limited as the research object.By means of analysis and industry bench-marking enterprises in the country of Singapore airlines on every major service elements,an objective analysis of China NF airline service quality present situation,identify the advantages and disadvantages of its own development opportunities and market environment.Besides,according to the characteristics of the aviation transportation industry to revision of SERVQUAL evaluation questionnaire,from using sex,responsiveness,assurance,empathy,and tangibility these five dimensions,24 factors of China NF airline service quality research,find the problem of quality of service and the reasons.Finally,in view of existing problems,puts forward the corresponding improvement measures and countermeasures,from establishing unified service quality evaluation system,customer oriented service product design,the innovation service system,satisfy the personalized needs,strengthen the communication between the collaboration with aviation authority and monitoring,the key to improve the flight delay remedy service measures,strengthening the service personnel of the service skills and concept learning,correctly guide passengers to improve service quality,establish customer care center the eight aspects comprehensive improvement of China NF airline service quality.In this paper,the quality of service quality theory and SERVQUAL evaluation systemapplied to China NF airline service quality improvement study,look forward to in study of airline service quality management breakthrough,has certain theoretical significance.At the same time,through practical investigation of China NF airline service quality evaluation,for the company’s service quality improvement provides a scientific and effective auxiliary tool,to help companies to find and analyze their problems in service quality,and puts forward suggestions to improve the promotion strategy,has a certain practical significance.