航空公司机上服务质量现状与提升战略研究

北京理工大学珠海学院2020届本科生毕业设计Strategic research on current service quality and improvement ofcabin service of airlinesAbstractIn the context of globalization,China has already introduced some oversea advancedservice theories,enabling most domestic service industries can make some improvements.China's aviation service products,however,have an obvious phenomenon of homogenization.Meanwhile,China's airlines have to be more international and compete with foreigncounterparts amid the influence of globalization.Under the increasingly fierce competition,adopting some low-tier methods like price marketing cost reduction etc.is hard to solve theunderlying problem.These measures do ease the competitive pressure,but for long-term thesewill lead to airlines sink in price war,which is unhealthy for companies to develop further.Accordingly,it is necessary to capture the orientation of market and achieve victories withadvanced and high-quality services if airlines want to stand out from an increasingly fiercemarket.Currently China lacks a complete assessment criteria of service quality of airlines.So byanalyzing related theories about service quality,we can research service quality on the plane.Then we can take the N airline as example and use questionnaire survey to analyze the datewe collected.Eventually we can summarize the existing service problems on the plane,andthen put forward suggestions to improve service quality.The research of this article enables us to have a general understanding of the existingproblems of the N airline.Then we will make some improvement advices from four aspectsincluding soft and tough facilities on the plane,manage institution of airlines,comprehensivequality of air crew and advanced service theories,which will do a favor for airlines to have afurther development.Keywords:airlines on-board service quality satisfactionII