中国南方航空公司客舱服务质量改进研究

发布时间：2018-04-09 04:09

本文选题：航空公司　切入点：服务质量　出处：《辽宁大学》2012年硕士论文

【摘要】：随着经济发展和消费水平的提高,航空运输业服务行业发展迅速,已经成为现代服务业最为重要的行业之一。在全球竞争激烈的航空服务领域,包括我国在内的许多航空公司都在围绕服务质量展开竞争,包括机上服务、售票系统、航班准时率、值机服务以及托运等方面。这些航空服务受到了各大公司的广泛重视,但依旧存在很大的提高空间。本文以中国南方航空公司为例,在详细分析该公司服务现状与所遇到的管理问题的基础之上,以调查问卷的形式,从乘客的角度分析服务质量问题产生的深层次根源。通过对南方航空服务质量的发展阶段的分析,提出应从员工、管理、与企业文化理念这三方面打造服务最优的航空公司,将员工、公司与旅客三者之间的利益有效地最优组合起来,并进一步提出了战术战略性的改善服务质量的步骤。全文共有六个部分组成。第一部分绪论论述了本文的背景和意义,回顾了国内外学者的相关研究成果,并阐述了本文的主要内容、体系与研究方法。第二部分简要介绍了服务质量提升的基本理论、概念范畴和特征,并在此基础上提出客舱服务质量的概念以及现存的问题。第三部分介绍了南方航空公司整体概况,分析了服务质量管理的现状,并讨论服务质量管理中存在的问题。第四部分基于问卷调查的分析发现该公司客舱服务中目前存在的问题,并总结出三大原因,即员工素质原因、管理制度原因和服务理念原因。第五部分根据以上分析的原因提出改进客舱服务质量的对策,即根据员工素质原因提出加强基本业务培训、加强人际沟通培训和加强综合素质培训；根据管理制度原因提出健全管理流程、指定服务标准和完善预案建设；根据服务理念原因提出认识理念的重要意义、强化人性化服务和推进服务创新。第六部分为结论与展望。
[Abstract]:With the development of economy and the improvement of consumption level, air transport service industry has developed rapidly and has become one of the most important industries in modern service industry.In the field of global competition, many airlines, including China, are competing around the quality of service, including in-flight service, ticketing system, on-time flight rate, check-in service and consignment.These air services have been widely valued by major companies, but there is still a lot of room for improvement.Taking China Southern Airlines as an example, based on the detailed analysis of the current service situation and the management problems encountered by the company, and in the form of a questionnaire, this paper analyzes the deep-seated causes of the service quality problems from the perspective of passengers.Based on the analysis of the development stage of Southern Aviation Service quality, this paper puts forward that we should build the best service airline from three aspects: employee, management, and corporate culture.The interests of the company and the passengers are effectively and optimally combined, and the tactical and strategic steps to improve the service quality are put forward.There are six parts in this paper.The first part introduces the background and significance of this paper, reviews the relevant research results of domestic and foreign scholars, and expounds the main content, system and research methods of this paper.The second part briefly introduces the basic theory, concept category and characteristics of service quality improvement, and puts forward the concept of passenger cabin service quality and existing problems.The third part introduces the general situation of Southern Airlines, analyzes the current situation of service quality management, and discusses the problems in service quality management.In the fourth part, based on the analysis of questionnaire survey, the author finds out the existing problems in the cabin service of the company, and summarizes three main reasons, namely, the reason of staff quality, the reason of management system and the reason of service idea.The fifth part puts forward the countermeasures to improve the service quality of passenger cabin according to the reasons above, that is, to strengthen the basic business training, to strengthen the interpersonal communication training and to strengthen the comprehensive quality training according to the staff quality.According to the reasons of management system, this paper puts forward the perfect management process, designates the service standard and consummates the construction of the plan, and puts forward the significance of understanding the idea according to the reason of the service idea, strengthens the humanized service and promotes the service innovation.The sixth part is the conclusion and prospect.
【学位授予单位】：辽宁大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F274;F562.6

【参考文献】