Studt On Improvement Of Baggage Transportation Service Quality In Air China Chengdu Terminal

Against the background of customer focus society,the market economy has shifted from company-leading to the customer-leading,and now they pay superior attention to the service quality differentials rather than price differentials traditionally.With the amounting passengers quantity and opening of the civil aviation in recent years in China,the airlines are increasingly competing with the passenger service.While the aviation services have been paid great attention by the companies,there is still a lot of room for improvement.The purpose of the paper is to better guide the companies to improve baggage transportation services.Criterion research and case analysis are used as the main research measures.Researching the present situation and the existent questions of the Chengdu Shuangliu International Airport through questionnaires,related cases and data analysis with the Customer Perceived Service Quality theory,Service Marketing theory,Service Recovery theory,and analyzing the question and solving it,this paper has given direction for improvement of luggage transportation of Air China Southwest Company.Following the pattern of presenting problems,analyzing problems and solving problems,this thesis consists of six parts.Part I introduces research status,the main content and the main research method.Part II provides theory foundation of the research by illustrating the theoretical foundation and research statue about service quality and service quality management,the way to evaluate service quality.Part III provides an overview of the baggage transportation service of the airline from the definition of luggage to the transporting processes,service quality and the status of the luggage transportation.Part IV describes the present situation of luggage transportation management of Air China Southwest Company and points out,the specific problems about the luggage transportation service with analyzing the related cases from Chengdu International Airport.Part V reveals the problem of luggage transportation service with questionnaire.Part VI puts forward a specific solution to improve the quality of baggage transportation service at Chengdu Shuangliu International Airport.The paper expects to give benefits suggestions to improve luggage transportation service of Chengdu International Airport and provide reference for other Airports.