Research On Operation And Service Quality Management Of C Airlines

With the development and progress of the global economy,civil aviation has become a major mode of transportation in the context of globalization.The civil aviation industry is playing an increasingly important and positive role in the changes in the global economic situation.With the shift of international economic development to Asia and the gradual strengthening of emerging economies,air transport in Asia is showing signs of recovery and playing an increasingly important role in the international arena with broad prospects.However,due to the late marketization of civil aviation service-related industries in China,the traditional airline service management modes and methods are far from being applicable to the current world level,and it is difficult to compete with foreign airlines that offer high-end sophisticated and competitive services.Loss of passenger flow,loss of profits,and even decline in international status.Therefore,it is necessary to study more scientific and effective service management methods to improve the comprehensive service level of domestic airlines,making airline operations more efficient,gaining revenue and higher market position.This thesis analyzes the influence of operation and service quality management of C Airlines,include safety,customer experience and service support management.Firstly,using the case analysis method,the status quo and characteristics of civil aviation safety service are summarized.Combined with the C aviation case to analyze the problems and causes of civil aviation security service,the preliminary ideas of constructing the OKR security service management model are proposed to further improve the civil aviation security service level.At the same time,SWOT analysis method is used to analyze the service experience of civil aviation customers,objectively describe the current operation status of C airlines,and combined with the experience of C airlines in customer service;put forward a feasible mode of airline operation to improve civil aviation services level.Then,from the perspective of the construction of the service support system,the survey and data analysis of the flight attendants in the form of questionnaires provide more complete suggestions and conclusions for improving the service level of civil aviation and provide scientific aids for the improvement of the company’s service quality.It also has certain practical significance in the entire civil aviation service industry.