Research On Influencing Factors And Management Improvement Of Service Quality Of Flight Attendants Of H Airlines

In recent years,with the continuous development of our country’s economy and society and the continuous improvement of residents’ living standards,the demand for passengers to travel by plane has been increasing.In addition to the traditional three major aviation groups such as Air China,China Eastern Airlines and China Southern Airlines,airlines such as Xiamen Airlines,Hainan Airlines,Spring Airlines and Jixiang Airlines are also developing rapidly,and industry competition is intensifying.According to data,as of the end of 2018,there were already 60 transportation airlines in China.Under the fierce competition environment,the service quality of flight attendants has become one of the important competitiveness of airlines.However,flight attendants on the flight must first keep the cabin safe before they can provide services to meet the personalized needs of passengers of different ages,personality,health status,skin color,language,etc.on the aircraft.In addition,flight attendants generally need to be prepared 2 hours before flight departure,and only after all passengers have disembarked from the plane,so the flight attendant’s working environment is very complicated,the difficulty and intensity of work is very high,and it is difficult to maintain good service quality.This thesis takes H Airlines and its flight attendants as the study object,and analyzes and explores the factors influencing the quality of H Airlines flight attendant services through the methods of data review,field survey interviews and questionnaire surveys.Understand the status of H Airlines flight attendant service quality management,compare the analysis of the influencing factors of flight attendant service quality,find out the insufficiency of H Airlines flight attendant service quality management and put forward management improvement suggestions.Through analysis,a total of 16 influencing factors will affect service quality.Among them,flight attendants generally believe that 9 will affect service quality,which requires airlines to pay attention to.Some flight attendants believe that 6 will affect service quality.Targeted attention by airlines is required;there is one item where flight attendants have low recognition of its impact on service quality,and airlines can pay due attention.After analyzing the status of H aviation flight attendant service quality management,five aspects of management improvement suggestions are proposed.This thesis aims to provide reference for flight attendant service quality managers through research on the influencing factors and management improvement of H Airlines’ flight attendant service quality.