F Airlines Cabin Service Quality Perceptual Evaluation And Improvement Strategy Research

With the rapid development of aviation business,competition among domestic airlines has become increasingly fierce.As one department of the transportation industry,airlines aim to provide passengers with convenient,fast,warm and comfortable services for medium and long range travel,whose services not only directly reflect the airline’s comprehensive capabilities but also are vital to attract customers.Generally speaking,the competition of airline service quality is mainly manifested in cabin service.However,due to the obvious homogeneity phenomenon,it is difficult for airlines to improve passenger perception through service products.Therefore,it’s necessary for airlines to find the factors that affect cabin service quality and identify the existing problems and take corresponding improvement measures to design and provide services that are more in line with passengers’ psychological expectations.This paper takes F Airline as an example,in which service quality theory,customer satisfaction,consumer behavior theory and 5 Gaps model are fully applied to.Besides,it uses literature research,questionnaire survey and interview ways to have research on airlines.This article makes up with six chapters: the opening chapter is a brief introduction of research purpose,research significance,research thoughts,and research methods.Secondly,to summarize related literature both at home and abroad,demonstrate key concepts as the research theory and build a framework of research ideas.Thirdly,to briefly introduce F airline and present CAPSE data of its service quality.Fourthly,to design the passenger questionnaires and outlines flight attendant interview,summarize the issues that affect the quality of cabin service of F Airlines then builds a gap model of cabin service quality and explores the causes of the five gaps.The fifth chapter aims to propose solutions,and finds corresponding bridging measures according to the five gaps in cabin service quality.The last part concludes the article and gives a outlook for further research.It is extremely significant for airlines to improve cabin service quality to understand passengers’ actual perception of cabin service quality accurately.Therefore,this article uses the SERVQUAL scale to investigate the various factors of cabin services quality,which helps to find out the existing problems of the cabin service of F Airline.In addition,it tries to come up with the reasons for the gaps respectively.Finally,it processes corresponding improvement strategies and bridging measures to narrow the gaps.All in all,this article aims to improve passengers’ perception of the cabin service quality of F airlines through the research and make F airlines cabin service more perfect.The conclusions of the research are not only useful for F airlines to improve the cabin service quality.It has a certain reference value for other domestic airlines to improve cabin service quality as well.