民航青岛空中交通管理站服务质量提升问题研究
发布时间：2018-07-31 08:09
【摘要】：空中交通管制行业是一个复杂的生产运行系统,空管站的产品就是为航班和旅客创造服务价值。2006年初,民航青岛空中交通管理站(以下简称青岛空管站)连续发生两起严重的安全事故,并造成了地面人员伤亡,这在我国民航运输历史上是比较少见的。造成这些事故的主要原因是青岛空管站的服务质量水平低,缺乏对事故的应急处理能力。空管站是航空器飞行安全的“首席指挥官”,是保证飞行的坚强后盾。要顺利实现服务质量,保障飞行安全的目标,除了要有服务所需的人员配备、基础设施建设、合理的组织结构、配套的管理制度等等这些有形的东西之外,还需要一种无形的力量来强化员工的责任意识,唤醒员工的使命感和荣誉感。锤炼符合青岛空管站发展需要的先进行业文化,以先进的理念引导员工,以先进的行业精神鼓舞员工,就是实现目标的支撑力,也是青岛空管站存在和努力奋斗的全部理由。 客户服务的实施与开展能为青岛空管站建立客户忠诚,可因此维系固定客户,特别是对核心客户的特殊服务,不仅可以使目标市场的客户长期稳定化,而且还可以通过核心客户的影响带来新客户。从理论上讲,为客户服务创造了服务价值,从而增加了客户受让价值,使青岛空管站逐渐具备竞争优势,最终扩大销售,这也在一定程度上创造了新客户。通过对客户的服务可以使青岛空管站和客户之间进行良好地沟通。青岛空管站可以由此准确地了解空管行业市场环境的变化、客户的发展趋势,为青岛空管站的业务调整提供信息,也为企业开辟新业务提供信息。 本文共分为六章,第一部分为绪论部分,主要论述论文的研究背景,研究的目的和意义等。第二部分为空中交通管理站服务质量提升相关理论研究,作为全文研究的理论基础。第三部分为民航青岛空中交通管理站服务质量现状及问题分析,主要对民航青岛空中交通管理站的基本情况和服务类别；民航青岛空中交通管理站服务质量现状；民航青岛空中交通管理站服务质量存在的问题进行了分析。第四部分,民航青岛空中交通管理站服务质量提升的影响因素,影响服务质量提升的原因是多方面的,主要来自服务理念、组织机构、人员队伍、各项制度五、考核机制等几个方面。第五部分,民航青岛空中交通管理站服务质量提升对策研究,提出了明确政府在空管服务中的角色,增加对空管站投资建设的投入；重视空管服务改革的制度基础的变革,简化空管组织机构；对空管服务进行细分,对于间接空管服务适当引进市场化竞争机制；制定并完善行业管理法律法规,完善空管服务的客户投诉处理机制；优化空管服务采取绩效考核机制,充分发挥空管服务激励机制作用的对策。第六部分,主要结论与未来展望。
[Abstract]:The air traffic control industry is a complex production and operation system. The products of air traffic control stations create service value for flights and passengers. Civil aviation Qingdao air traffic management station (hereinafter referred to as Qingdao air traffic control station) occurred two serious safety accidents and caused casualties on the ground which is relatively rare in the history of civil aviation transportation in China. The main causes of these accidents are the low service quality of Qingdao Air Traffic Control Station and the lack of emergency handling capacity. The ATC station is the "chief commander" of aircraft flight safety and a strong backing for flight. In order to smoothly achieve the quality of service and ensure flight safety, in addition to having the necessary staffing, infrastructure construction, reasonable organizational structure, supporting management system, and other tangible things, It also needs a kind of invisible strength to strengthen staff's sense of responsibility and awaken their sense of mission and honor. The cultivation of advanced industry culture that meets the development needs of Qingdao Air Traffic Control Station, guiding employees with advanced ideas and encouraging employees with advanced industry spirit is the supporting force to achieve the goal and the whole reason for Qingdao Air Traffic Control Station to exist and strive hard. The implementation and development of customer service can establish customer loyalty for Qingdao Air Traffic Control Station, thus maintaining the special service of fixed customers, especially to core customers, which can not only make the customers in the target market stable for a long time. And can also bring new customers through the influence of core customers. Theoretically speaking, it creates service value for customer service, thus increases the value of customer transfer, makes Qingdao air traffic control station gradually have competitive advantage, and finally expands sales, which also creates new customers to a certain extent. Through customer service, Qingdao Air Traffic Control Station and customers can communicate well. The Qingdao Air Traffic Control Station can accurately understand the changes of the market environment of the air traffic control industry, the development trend of the customers, and provide information for the adjustment of the operation of the Qingdao air traffic control station, as well as for the enterprise to open up new business. This paper is divided into six chapters, the first part is the introduction part, mainly discusses the research background, purpose and significance of the paper. The second part is the theoretical research of air traffic management station service quality improvement. The third part is the current situation and problem analysis of the air traffic management station in Qingdao, mainly about the basic situation and service category of the air traffic management station in Qingdao, the current service quality of the air traffic management station in Qingdao, civil aviation, and the status quo of the service quality of the air traffic management station in Qingdao. The problems of service quality of air traffic management station in Qingdao are analyzed. The fourth part, the influencing factors of the service quality improvement of civil aviation Qingdao air traffic management station, the reasons that affect the service quality promotion are various, mainly from the service idea, organization, personnel, each system 5, Examination mechanism and so on several aspects. In the fifth part, the paper studies the countermeasures of improving the service quality of air traffic management station in Qingdao, puts forward the role of the government in the air traffic control service, increases the investment in the construction of the air traffic control station, and attaches importance to the reform of the system foundation of the air traffic control service reform. Simplify the air traffic control organization, subdivide the air traffic control service, introduce the market-oriented competition mechanism for the indirect air traffic control service, formulate and perfect the laws and regulations of the industry management, perfect the customer complaint handling mechanism of the air traffic control service; Optimizing the performance evaluation mechanism of air traffic control service and giving full play to the incentive mechanism of air traffic control service. The sixth part, the main conclusions and future prospects.
【学位授予单位】：安徽大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F562.6
本文编号：2154963
[Abstract]:The air traffic control industry is a complex production and operation system. The products of air traffic control stations create service value for flights and passengers. Civil aviation Qingdao air traffic management station (hereinafter referred to as Qingdao air traffic control station) occurred two serious safety accidents and caused casualties on the ground which is relatively rare in the history of civil aviation transportation in China. The main causes of these accidents are the low service quality of Qingdao Air Traffic Control Station and the lack of emergency handling capacity. The ATC station is the "chief commander" of aircraft flight safety and a strong backing for flight. In order to smoothly achieve the quality of service and ensure flight safety, in addition to having the necessary staffing, infrastructure construction, reasonable organizational structure, supporting management system, and other tangible things, It also needs a kind of invisible strength to strengthen staff's sense of responsibility and awaken their sense of mission and honor. The cultivation of advanced industry culture that meets the development needs of Qingdao Air Traffic Control Station, guiding employees with advanced ideas and encouraging employees with advanced industry spirit is the supporting force to achieve the goal and the whole reason for Qingdao Air Traffic Control Station to exist and strive hard. The implementation and development of customer service can establish customer loyalty for Qingdao Air Traffic Control Station, thus maintaining the special service of fixed customers, especially to core customers, which can not only make the customers in the target market stable for a long time. And can also bring new customers through the influence of core customers. Theoretically speaking, it creates service value for customer service, thus increases the value of customer transfer, makes Qingdao air traffic control station gradually have competitive advantage, and finally expands sales, which also creates new customers to a certain extent. Through customer service, Qingdao Air Traffic Control Station and customers can communicate well. The Qingdao Air Traffic Control Station can accurately understand the changes of the market environment of the air traffic control industry, the development trend of the customers, and provide information for the adjustment of the operation of the Qingdao air traffic control station, as well as for the enterprise to open up new business. This paper is divided into six chapters, the first part is the introduction part, mainly discusses the research background, purpose and significance of the paper. The second part is the theoretical research of air traffic management station service quality improvement. The third part is the current situation and problem analysis of the air traffic management station in Qingdao, mainly about the basic situation and service category of the air traffic management station in Qingdao, the current service quality of the air traffic management station in Qingdao, civil aviation, and the status quo of the service quality of the air traffic management station in Qingdao. The problems of service quality of air traffic management station in Qingdao are analyzed. The fourth part, the influencing factors of the service quality improvement of civil aviation Qingdao air traffic management station, the reasons that affect the service quality promotion are various, mainly from the service idea, organization, personnel, each system 5, Examination mechanism and so on several aspects. In the fifth part, the paper studies the countermeasures of improving the service quality of air traffic management station in Qingdao, puts forward the role of the government in the air traffic control service, increases the investment in the construction of the air traffic control station, and attaches importance to the reform of the system foundation of the air traffic control service reform. Simplify the air traffic control organization, subdivide the air traffic control service, introduce the market-oriented competition mechanism for the indirect air traffic control service, formulate and perfect the laws and regulations of the industry management, perfect the customer complaint handling mechanism of the air traffic control service; Optimizing the performance evaluation mechanism of air traffic control service and giving full play to the incentive mechanism of air traffic control service. The sixth part, the main conclusions and future prospects.
【学位授予单位】：安徽大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F562.6
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