本文選題：民航服務(wù)質(zhì)量 + Kano模型��； 參考：《中國(guó)民航大學(xué)》2017年碩士論文

【摘要】：隨著經(jīng)濟(jì)發(fā)展,我國(guó)已經(jīng)進(jìn)入航空平民化時(shí)代,地方航空公司的井噴式發(fā)展,以及飛機(jī)租賃行業(yè)的有力崛起,有力說明了中國(guó)民用航空發(fā)展前景的廣闊。也正因如此,航空公司之間的競(jìng)爭(zhēng)也會(huì)更加激烈,面臨更多的資源競(jìng)爭(zhēng)和發(fā)展壓力。根據(jù)中國(guó)民航局消費(fèi)者投訴統(tǒng)計(jì)數(shù)據(jù)和相關(guān)報(bào)道,由于航班延誤、行李運(yùn)輸差錯(cuò)、辦理值機(jī)手續(xù)問題、處理投訴不當(dāng)?shù)?各種旅客因不滿而出現(xiàn)占機(jī)、霸機(jī)、沖擊跑道等抗議行為。對(duì)航空公司的名譽(yù)和品牌造成嚴(yán)重負(fù)面影響,造成經(jīng)濟(jì)損失。與此同時(shí),乘客對(duì)服務(wù)質(zhì)量感知意識(shí)在不斷地增強(qiáng),對(duì)服務(wù)質(zhì)量的要求也在不斷的提高。以提高顧客滿意度為目的的服務(wù)質(zhì)量管理活動(dòng),受到越來越多航空公司關(guān)注和重視。民航服務(wù)質(zhì)量越來越受到重視,用于評(píng)價(jià)各個(gè)領(lǐng)域服務(wù)質(zhì)量的模型,也受到越來越多的研究學(xué)者的關(guān)注和分析。其中應(yīng)用比較廣泛的是SERVQUAL模型、SERVPERF模型和Kano模型。本文在整體思路上以SERVQUAL模型和SERVPERF模型為本,借鑒成熟的民航業(yè)服務(wù)質(zhì)量評(píng)價(jià)模型的維度選取和劃分。在構(gòu)建民航服務(wù)質(zhì)量框架時(shí),通過文獻(xiàn)研究、專家訪談、隨機(jī)旅客調(diào)查、網(wǎng)絡(luò)調(diào)查等手段,首先建立起了民航服務(wù)質(zhì)量評(píng)價(jià)模型指標(biāo)系統(tǒng),利用統(tǒng)計(jì)學(xué)應(yīng)用軟件SPSS,對(duì)模型的可信程度和有效程度以及可行性進(jìn)行了檢驗(yàn)和調(diào)整,最終確定本文設(shè)計(jì)模型的各個(gè)指標(biāo)。接下來,利用質(zhì)量要素分類模型Kano模型,以及IPA(Importance-Performance Analysis)模型分析方法,對(duì)選取的民航服務(wù)質(zhì)量要素進(jìn)行二維分析和解讀。根據(jù)績(jī)效、重要度和滿意度三者之間的關(guān)系,確定企業(yè)質(zhì)量管理決策角度上選取的質(zhì)量要素的優(yōu)先權(quán),為民航企業(yè)提供切實(shí)有效的服務(wù)管理建議。最后應(yīng)用灰色度理論和隨機(jī)過程中的馬爾可夫鏈穩(wěn)態(tài)模型,對(duì)涉及的服務(wù)質(zhì)量要素中,處在魅力質(zhì)量階段的重點(diǎn)關(guān)注項(xiàng)進(jìn)行預(yù)測(cè)分析。基于Kano模型視角的服務(wù)質(zhì)量的評(píng)價(jià)模型在民航服務(wù)質(zhì)量評(píng)價(jià)中應(yīng)用,是服務(wù)質(zhì)量評(píng)價(jià)模型在民航服務(wù)領(lǐng)域中的又一次實(shí)踐,具有理論意義和現(xiàn)實(shí)指導(dǎo)意義。在量化Kano模型應(yīng)用方面,也有一定的理論啟示。
[Abstract]:With the development of economy, our country has entered the era of civilian aviation, the blowout development of local airlines and the rise of aircraft leasing industry, which can explain the broad prospect of the development of civil aviation in China. Because of this, the competition between airlines will be more intense, facing more resources competition and development pressure. According to the statistics of consumer complaints and related reports from the China Civil Aviation Administration, due to flight delays, errors in baggage transportation, handling of check-in procedures, improper handling of complaints, and so on, all kinds of passengers, because of dissatisfaction, appear to occupy or dominate the plane. Protest against a runway, etc. Serious negative impact on airline reputation and brand, resulting in economic losses. At the same time, passengers' awareness of service quality is increasing, and the requirement of service quality is also increasing. More and more airlines pay attention to the service quality management activities aimed at improving customer satisfaction. More and more attention has been paid to the service quality of civil aviation, and the models used to evaluate the service quality in various fields have been paid more and more attention and analysis by more and more researchers. SERVQUAL model SERVPERF model and Kano model are widely used. Based on the SERVQUAL model and the SERVPERF model, this paper draws lessons from the dimension selection and division of the mature civil aviation service quality evaluation model. In the construction of civil aviation service quality framework, by means of literature research, expert interview, random passenger investigation, network investigation and so on, the evaluation model index system of civil aviation service quality is first established. The reliability, validity and feasibility of the model are tested and adjusted by using the statistical application software SPSS, and each index of the model is finally determined. Then, using Kano model and IPA(Importance-Performance Analysis model, the selected quality of service elements of civil aviation are analyzed and interpreted in two dimensions. According to the relationship among performance, importance and satisfaction, the priority of quality factors selected from the decision angle of enterprise quality management is determined to provide practical and effective service management advice for civil aviation enterprises. Finally, applying the grey degree theory and Markov chain steady-state model in the random process, the key items of the quality of service involved in the charm quality phase are predicted and analyzed. The application of service quality evaluation model based on Kano model in civil aviation service quality evaluation is another practice of service quality evaluation model in civil aviation service field, which has theoretical and practical significance. In the application of quantitative Kano model, there are some theoretical implications.
【學(xué)位授予單位】：中國(guó)民航大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2017
【分類號(hào)】：F562

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