工业工程

工业工程 ›› 2014, Vol. 17 ›› Issue (5): 75-78.

• 专题论述 • 上一篇    下一篇

加权SERVQUAL模型的航班延误服务补救质量评价研究

  

  1. （中国民航大学 航空工程学院,天津 300300）
  • 出版日期:2014-10-31 发布日期:2014-12-01
  • 作者简介: 孔祥芬（1974-）,女，山东省人，副教授，博士，主要研究方向为质量工程.

A Research on Service Recovery Quality Evaluation in  Flight Delay Based on Weighted SERVQUAL Model

  1. （Aeronautical Engineering Institute ,Civil Aviation University of China，Tianjin 300300，China)
  • Online:2014-10-31 Published:2014-12-01

摘要： 介绍航班延误和服务质量评价,体现航班延误服务补救质量评价的重要性。通过对旅客的问卷调查，将加权SERVQUAL评价模型应用于航班延误服务补救问题，对航班延误进行服务补救质量评价，最后为航空公司更好地提高航班延误后的服务质量提出了较详细的建议。

关键词:  , 航班延误； 质量评价； SERVQUAL； 服务补救

Abstract: In flight delay and service recovery, travelers′ main concern is how to get the best compensation. Constructive advice is offered for airlines to improve service quality. A questionnaire survey is conducted among passengers using the SERVQUAL evaluation model for flight delays′ service recovery issues and a remedial service quality evaluation of flight delays is done. The results show that the tangibles are the most important part of the five attributes. And the overall results indicate that travelers are not satisfied with their services. Finally, according to these results, conclusions are reached with recommendations for airlines to improve service quality after flight delays.

Key words:  flight delay, quality evaluation, SERVQUAL evaluation model ;service recovery