| COVID-19 swept across the world in 2020,causing a serious impact on the civil aviation industry,airlines are facing a very serious situation.Passenger travel demand is shrinking sharply,and transport production is falling sharply.As the oversupply in the civil aviation transport market is becoming more and more serious,the price of air tickets is getting lower and lower,and the operating pressure of airlines continues to increase.For airlines,talking about growth after the outbreak is less about survival.To survive,they have to retrench and cut costs.At the same time,airlines and airports have taken many necessary COVID-19 prevention and control measures to ensure passengers’ health and safety,but to some extent,air travel has become tedious and inconvenient.With the continuous development of civil aviation industry,the service homogenization of various airlines is becoming more and more serious.Passengers can enjoy similar services from different airlines,which means that the core competitiveness and customer loyalty of airlines are declining.In particular,small and medium-sized airlines,whose flight time,model and fleet size and other aviation hardware cannot compare with large airlines,are in an obvious disadvantage in the increasingly fierce domestic civil aviation competition market.This paper takes K Airlines as the research object.As a local small and medium-sized airline in Yunnan,K Airlines adopted the business strategy of increasing revenue and reducing expenditure after the outbreak of COVID-19,which meant that it could not improve service quality by simply increasing service resource investment.At the same time,the sudden outbreak of COVID-19 has accelerated the reform of the civil aviation market,and all signs indicate that airlines can only improve their core competitiveness by constantly improving the quality of service,so as to win the favor of customers.Therefore,this paper studies and analyzes the service quality of K Airlines from the perspective of civil aviation practitioners and passengers respectively,and finds out the problems existing in the service of K Airlines.Based on the actual operation situation of K Airlines with COVID-19 prevention and control situation in China,on the premise of improving resource utilization rate and work efficiency,feasible service quality improvement measures are proposed for the problems existing in K Airlines’ service,providing reference for K Airlines’ service quality improvement. |
