基于Kano模型和IPA模型的的民航服务评价研究
发布时间：2018-12-24 10:29
【摘要】：在航空产业高速发展的今天,我国民航业作为综合交通运输体系中重要的组成部分之一,其运输总量与日俱增,民航业内竞争也越来越激烈,同时航空旅客对民航服务质量的要求也日益提高。如何有效提高服务质量,不断进行服务优化,满足行业竞争压力以及旅客日益提升的服务需求,使公司核心竞争力得以不断提升,已经成为航空业内重点关注的课题。本文阐述了服务、服务质量、以及机场服务质量等相关概念,并分析归纳了现有的典型民航服务质量评价模型,重点分析了Kano模型和IPA模型的优缺点以及改进方向。针对传统Kano模型无法评估顾客当前满意度以及IPA模型不能检验提高可改进的服务项目是否能够提升顾客的满意度这两个模型的典型缺点,提出在对航空业服务质量评价时将Kano模型和IPA模型进行交叉运用;针对传统Kano模型重要度维度片面性问题,提出基于帕累托原理改进的Kano模型,进而提出了6-IPA模型;构建了一种解决Kano模型和IPA模型的典型缺点的综合模型。最后借鉴已有的民航服务质量评价模型的维度选取以及划分理论,进行以天津滨海国际机场民航服务质量评价为例的实际验证分析,对传统Kano模型、改进的Kano模型与IPA模型交叉运用以及新提出的综合模型进行实证研究,对三种评价结果进行了对比分析,验证了改进后的Kano模型和IPA模型评价结果以及综合模型较之传统模型评价过程更简单,评价结果更科学合理,并给出了民航业服务质量中存在的优劣,针对其短板提出有针对性的解决策略。本文是服务质量评价模型在民航服务领域中的又一次实践,为民航业服务质量评价及服务质量水平的提升指明了方向,兼具有一定理论意义和现实指导意义,为我国民航业服务质量管理的进一步改进与完善提供理论参考。
[Abstract]:With the rapid development of aviation industry, China's civil aviation industry, as one of the important components of the integrated transportation system, is increasing in total amount of transportation, and the competition in the civil aviation industry is becoming more and more intense. At the same time, air passengers to the quality of civil aviation service requirements are also increasing. How to effectively improve the service quality, continuously optimize the service, meet the industry competition pressure and passenger increasing service demand, so that the core competitiveness of the company can continue to improve, has become a major concern in the aviation industry. In this paper, the related concepts of service, service quality and airport service quality are introduced, and the existing typical civil aviation service quality evaluation models are analyzed, and the advantages and disadvantages of Kano model and IPA model are analyzed as well as the direction of improvement. The traditional Kano model can not evaluate the customer satisfaction and the IPA model can not test whether improving the service items can improve the customer satisfaction. This paper puts forward the cross application of Kano model and IPA model when evaluating the service quality of aviation industry. Aiming at the one-sidedness problem of the importance dimension of traditional Kano model, an improved Kano model based on Pareto principle is proposed, and then a 6-IPA model is proposed, and a comprehensive model to solve the typical shortcomings of Kano model and IPA model is constructed. Finally, using the dimension selection and partition theory of the existing civil aviation service quality evaluation model for reference, the paper takes Tianjin Binhai International Airport civil aviation service quality evaluation as an example to verify and analyze the traditional Kano model. The improved Kano model and the IPA model are cross-applied and the new comprehensive model is used to carry out empirical research, and the three evaluation results are compared and analyzed. The evaluation results of the improved Kano model and the IPA model and the synthetic model are more simple than the traditional model, and the evaluation results are more scientific and reasonable. The advantages and disadvantages of the service quality in the civil aviation industry are also given. Aiming at its short board, the paper puts forward some corresponding solutions. This paper is another practice of service quality evaluation model in the field of civil aviation service, which points out the direction of service quality evaluation and improvement of service quality level of civil aviation industry, and also has certain theoretical and practical significance. It provides a theoretical reference for the further improvement and perfection of service quality management in China's civil aviation industry.
【学位授予单位】：中国民航大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F562
本文编号：2390512
[Abstract]:With the rapid development of aviation industry, China's civil aviation industry, as one of the important components of the integrated transportation system, is increasing in total amount of transportation, and the competition in the civil aviation industry is becoming more and more intense. At the same time, air passengers to the quality of civil aviation service requirements are also increasing. How to effectively improve the service quality, continuously optimize the service, meet the industry competition pressure and passenger increasing service demand, so that the core competitiveness of the company can continue to improve, has become a major concern in the aviation industry. In this paper, the related concepts of service, service quality and airport service quality are introduced, and the existing typical civil aviation service quality evaluation models are analyzed, and the advantages and disadvantages of Kano model and IPA model are analyzed as well as the direction of improvement. The traditional Kano model can not evaluate the customer satisfaction and the IPA model can not test whether improving the service items can improve the customer satisfaction. This paper puts forward the cross application of Kano model and IPA model when evaluating the service quality of aviation industry. Aiming at the one-sidedness problem of the importance dimension of traditional Kano model, an improved Kano model based on Pareto principle is proposed, and then a 6-IPA model is proposed, and a comprehensive model to solve the typical shortcomings of Kano model and IPA model is constructed. Finally, using the dimension selection and partition theory of the existing civil aviation service quality evaluation model for reference, the paper takes Tianjin Binhai International Airport civil aviation service quality evaluation as an example to verify and analyze the traditional Kano model. The improved Kano model and the IPA model are cross-applied and the new comprehensive model is used to carry out empirical research, and the three evaluation results are compared and analyzed. The evaluation results of the improved Kano model and the IPA model and the synthetic model are more simple than the traditional model, and the evaluation results are more scientific and reasonable. The advantages and disadvantages of the service quality in the civil aviation industry are also given. Aiming at its short board, the paper puts forward some corresponding solutions. This paper is another practice of service quality evaluation model in the field of civil aviation service, which points out the direction of service quality evaluation and improvement of service quality level of civil aviation industry, and also has certain theoretical and practical significance. It provides a theoretical reference for the further improvement and perfection of service quality management in China's civil aviation industry.
【学位授予单位】：中国民航大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F562
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