| Air transport industry has always been known as a "high-end service industry" image by the public.However,under the background of the rapid development of high-speed rail network in China,some regional airlines have lost the past safety,fast and hard advantage,and must through service this soft competitive means to regain the lost market share.As the longest contact time and the most frequent interaction link between airline service personnel and passengers,cabin service can best reflect the service quality of an airline.How to improve the quality of passenger-centered cabin service has become an inevitable choice for airlines to form long-term competitiveness.Taking TJ aviation cabin service quality as the research object,this thesis defines the connotation of service,service quality and cabin service quality,studies the academic literature related to service quality,introduces the basic situation of TJ aviation and cabin service,analyzes the present situation of TJ aviation service satisfaction,and summarizes the three service quality theories.On the basis of Gronroos perceived service quality model,PZB perceived service quality gap model and Cronion & Taylor’s perceived service quality model,the SERVPERF scale method has five dimensions(tangibility,reliability,assurance,responsiveness,empathy)and combined with the characteristics of TJ airline cabin service,the service has been increased.This paper constructs an evaluation index system of TJ air cabin service quality including 7 secondary indexes and 20 tertiary indexes from the two dimensions of remedial and forward-looking,and designs corresponding questionnaires to calculate the evaluation results of passengers on TJ air cabin service quality.Based on this,it puts forward that TJ air cabin service quality exists managerial service.There are four problems: lack of consciousness,uneven service quality of flight attendants,inadequate input of hardware facilities and absence of cabin service quality management system.In response to the above problems,this thesis proposed a targeted design for the improvement of cabin service quality of TJ Aviation.Guided by the idea of program design,and based on the basis of program design,this thesis formed a detailed improvement of cabin service quality from four aspects: innovative service concept,perfect personnel training mechanism,upgrade cabin service quality management system and improved cabin hardware facilities.The implementation of the program is guaranteed from three aspects: service culture,human resources and management system. |
