我国航班延误服务补救效率的影响因素及路径研究

发布时间：2018-04-20 16:36

本文选题：航班延误 + 服务补救方式　；参考：《经济经纬》2015年02期

【摘要】：笔者根据SERVQUAL模型,设计了影响我国航班延误服务补救效率的主要指标,以及基于不同类型顾客需求差异的航班延误服务补救效率调查问卷。通过问卷发放、回收、处理及信度和效度检验,得到第一手数据。首先对数据进行了方差分析,验证顾客特质因素和延误特质因素对航班延误服务补救效率均具有显著影响;其次,对数据进行了结构方程检验和路径分析,证明延误特质因素对航班延误服务补救效率的影响更大,但简单的同质化补救方式难以满足时间敏感的人群需求。在延误发生时,旅客对"诚实说明延误原因"的关注以及航空公司对该问题的不重视,是引发机场延误冲突的关键因素。因此,提高航班延误服务补救的有效措施,就是针对不同顾客提供不同的服务补救方式。
[Abstract]:According to the SERVQUAL model, the author designs the main indexes that affect the efficiency of flight delay service remediation in China, and the questionnaire on the efficiency of flight delay service remediation based on the different types of customer demand. First-hand data are obtained through questionnaire distribution, recovery, processing and reliability and validity testing. First, the variance analysis of the data is carried out to verify that the customer trait factor and the delay trait factor have significant influence on the flight delay service recovery efficiency; secondly, the structure equation test and path analysis of the data are carried out. It is proved that delay trait factors have more influence on the efficiency of flight delay service recovery, but simple homogenization remediation methods can not meet the needs of time-sensitive people. When the delay occurs, the attention of passengers to the "honest explanation of the cause of delay" and the lack of attention to the problem by airlines are the key factors causing the airport delay conflict. Therefore, the effective measure to improve the service remedy of flight delay is to provide different service remedies for different customers.
【作者单位】：西安交通大学经济与金融学院;河南财经政法大学经济学院;青岛银行股份有限公司;
【基金】：教育部人文社会科学规划项目;(11YJA790183) 教育部新世纪优秀人才支持计划(NCET120459)
【分类号】：F562;F224

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