内蒙古航空航班延误服务补救策略研究

发布时间：2018-11-25 13:15

【摘要】：近年来,航空运输业发展迅速。面对激烈的竞争环境,服务质量是航空企业生存和发展的核心力量。作为民航服务质量的关键环节,航延补救服务逐步成为航空企业关注的重要内容。为提高竞争能力,航空公司需积极探索航延服务补救策略,从而减少顾客流失,为企业创造竞争优势。本文在借鉴国内外已有研究成果和实践经验的基础上,运用统计分析、案例分析、总结归纳等研究方法,结合顾客抱怨、服务补救等相关理论和工作实际,建立本论文框架并进行实证分析。通过典型案例分析、旅客满意度调查数据和旅客意见反馈等方式评估内蒙古航空服务补救现状,并进行原因分析,有针对性的提出航班延误有效补救策略,并以此作为内蒙古航空进行航班延误补救服务的依据,对于指导内蒙古航空的实际工作具有一定意义。
[Abstract]:In recent years, the air transport industry has developed rapidly. In the face of fierce competitive environment, service quality is the core force for the survival and development of aviation enterprises. As a key link of civil aviation service quality, air delay remediation service has gradually become an important part of aviation enterprises. In order to improve the competitive ability, airlines should actively explore the remedial strategy of flight extension service, so as to reduce the loss of customers and create competitive advantages for enterprises. Based on the existing research results and practical experience at home and abroad, this paper uses statistical analysis, case analysis, summing up and induction research methods, combined with customer complaints, service remediation and other related theories and work practice. To establish the framework of this paper and empirical analysis. Through the typical case analysis, passenger satisfaction survey data and passenger feedback and other ways to assess the status quo of aviation service remediation in Inner Mongolia, and carry out cause analysis, put forward the effective remedial strategy of flight delay. As the basis of flight delay remedial service, Inner Mongolia Airlines has a certain significance to guide the actual work of Inner Mongolia Airlines.
【学位授予单位】：内蒙古大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F562.8

【相似文献】