E航空公司服务质量评价体系研究

发布时间：2018-06-23 06:51

本文选题：航空公司 + 服务质量　；参考：《云南师范大学》2013年硕士论文

【摘要】：进入二十一世纪，中国民航业面临的最大问题是缺乏差异化服务，各个航空公司普遍缺乏核心竞争力，这使得他们在面临日渐激烈的国内外航空市场上没有竞争优势，不得不采取诸如廉价机票、盲目缩减成本等低层次竞争手段，致使很多航空公司的经营情况不断恶化，盈利水平逐年下降。因此，如何在新的竞争环境下，提升服务质量，明确各自的目标市场，构建科学的、实际的、有效的服务质量评价体系，如何在目前的航空市场全面提升自己的核心竞争能力，己经成为国内各个航空公司所共同面临的重要课题。服务质量是日益成为航空公司竞争的关键要素之一，服务质量评价体系也逐渐成为航空企业质量管理中面临的重要课题。本文以服务质量理论、质量管理理论、顾客满意度以及行为学等理论为基础，以PZB的服务质量五要素理论、5GAP模型理论和Gronroos教授的顾客感知服务质量与顾客预期到的服务质量理论为主导，通过对航空公司服务质量管理体系及其特征的深入分析，系统地研究了航空公司服务质量管理体系模式，同时在对国内民航业进行深入分析研究的基础上，结合E航空公司自身的战略环境和发展规划分析以及素质能力分析、顾客满意度分析等，明确E航空公司的核心竞争力，对服务质量评价体系进行研究，，并对服务质量体系中的相关指标进行分析，在科学论证的基础上明确影响企业发展的关键因素，制定企业发展的战略和历史使命，确认企业的指导思想、发展方向和总体发展战略。在公司整体战略指导下，分析制定E航空公司服务质量发展战略目标、质量方针，并就战略实施中的关键环节提出针对性建议。
[Abstract]:In the 21 century, the biggest problem faced by China's civil aviation industry is the lack of differentiated services and the general lack of core competitiveness of various airlines, which makes them have no competitive advantage in the increasingly fierce domestic and foreign aviation market. We have to adopt low level competitive means such as cheap air ticket and blind cost reduction, which makes the operating situation of many airlines deteriorate and the profit level decline year by year. Therefore, in the new competitive environment, how to improve the service quality, clarify the respective target markets, build a scientific, practical, effective service quality evaluation system, how to improve their core competitiveness in the current aviation market, It has become an important subject for domestic airlines to face. Service quality is becoming one of the key elements of airline competition, and the evaluation system of service quality has gradually become an important subject in the quality management of aviation enterprises. This paper is based on the theory of service quality, quality management, customer satisfaction and behavior. Based on PZB's five-factor theory of service quality and Gronroos' theory of customer perceived service quality and customer expected service quality, this paper analyzes the service quality management system and its characteristics of airlines. This paper systematically studies the service quality management system model of airlines, and on the basis of in-depth analysis of domestic civil aviation industry, combines the strategic environment and development planning analysis and quality and ability analysis of E airline itself. Customer satisfaction analysis, the core competitiveness of E airline, the service quality evaluation system is studied, and the related indicators in the service quality system are analyzed. On the basis of scientific argumentation, the key factors influencing the development of enterprises are defined, the strategy and historical mission of enterprise development are formulated, and the guiding ideology, development direction and overall development strategy of enterprises are confirmed. Under the guidance of the company's overall strategy, this paper analyzes and formulates the strategic goal and quality policy of service quality development of E Airlines, and puts forward some suggestions on the key links in the implementation of the strategy.
【学位授予单位】：云南师范大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F273.2;F562.6

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