NF Aviation Service Quality Management Research

As the economic development in China has a dynamically growing market,the income of people are increasing,they have more demand for life.In recent years,China is advancing rapidly in airline industry,the quantity of air transport also increased that the airline industry in China have broad development.Currently,the investigation of airline services are still deficiently,compare with other countries,the airline service in China is still in primary stage.The service objectives of CAAC(General Administration of Civil Aviation of China)in2018: Fully implement the spirit of the 19 th National Congress of the Communist Party of China and the working conference of civil aviation,scientifically control the relationship between the development speed,scale,structure and quality,and build a scientific and perfect normal flight management system.The annual normal rate should be over 75%,and the normal rate of the airport departure flights has reached more than 80%.The passenger complaint rate and baggage transportation error rate should be decreased significantly.The quality control ability and innovation ability of civil aviation service subjects have been significantly strengthened,and the passenger satisfaction has been significantly improved.Focusing on the implementation of the requirements of "true service",the continuous promotion of the reform task of "improving the quality of civil aviation service" and the full implementation of eight measures of convenient service,CAAC started the special activity of "construction of civil aviation service quality system" in 2018.But before that,the application of service quality methods was relatively few in practice,mainly be used in senior hotels,tourism,high-end clubs,private hospitals,private banks,etc.,and the practical methods are also relatively simple.All in all,the theoretical research of civil aviation service quality in China is just in its infancy.Based on SERVQUAL’s quality evaluation framework and service quality theory,Objective analysis of service quality of NF airlines based on some existing data,in several aspects to objectively analyze the service quality status of NF airlines and recognize its advantages and disadvantages and the market environment development opportunities.According to the existing problems in the airline industry,SERVQUAL evaluation scale is localized,and the service quality of NF airlines in China is investigated from the five dimensions and 23 factors of tangibility,reliability,response speed,trust and empathy,so as to find the existing problems and the causes of these problems.Finally,according to the local conditions,the paper puts forward improvement measures and solutions,from six aspects:improving the service quality management system of the airlines enterprise;promoting the concept of sincere service and standardized service process;developing differentiated products to meet the specific needs;strengthening the communication with various business units;comprehensively improving the passengers service experience;improving the customer care center to comprehensively improve the service quality of NF airlines Quantity.This paper applies the theory of service quality and SERVQUAL quality evaluation system to the service quality improvement of NF airlines,and expecting to make a breakthrough in the service quality management of civil aviation,which has certain theoretical significance.At the same time,through the practical investigation and evaluation of the service quality of NF airlines,it provides a scientific and effective auxiliary tool for the improvement of the service quality of the company,helps the company to find and analyze the existing problems in its service,and puts forward suggestions and strategies for improvement,which has a certain practical significance.