Research On Public Aviation Service Quality Improvement

China is the core market of global aviation in terms of its traffic volume growth.Traveling needs are highly driven by rapid tourism development and it is well protected by government policies.With the fast development of air transportation,passengers are paying more and more attention to the air transportation service quality.Air service quality is heavily restrained however the shortage of service resources which causes many service dissatisfaction cases.Meanwhile passengers are becoming more and more aware of their own rights,they can easily produce fast spreading voices or complains by mobile phones or other portable devices in this self-media era.Thus the complaint ratio of air service companies remains high and it puts great pressure on enhancing service quality.Based on the service quality management theory,this paper establishes a public aviation service quality gap model based on the SERVQUAL model,analysis the status of airline service quality management and identifies the service quality gap,uses the passenger complaint as the entry point to sort out and construct the related process and control model of A airline complaint(acceptance,processing,management).Through the practice of A airline service quality improvement PDCA cycle and the analysis of SPSS data,this paper studies the correlation between complaint management and service quality improvement and tries to find the path to improve the service quality for airline service.The two innovations of this paper are based on the five elements of SERVQUAL service perception model which is reliability,responsiveness,guarantee,empathy and tangibility,combined with the characteristics of public aviation services,condensing the six elements of quality of public aviation services which is credibility,comfort,fugitiveness,responsiveness,care and sociality.Secondly,based on the SERVQUAL service quality five-gap model,the paper improves 5GAP model and constructs the airline service quality seven-gap model.The model is used to systematically analyze the status of airline service quality management and find out the gap of the service quality management process,furthermore to achieve the goal of continuous improvement of service quality.