發(fā)布時(shí)間：2018-02-26 00:10

  本文關(guān)鍵詞： 東航中美航線 兩艙(頭等艙 公務(wù)艙) 服務(wù)質(zhì)量 客戶滿意度　出處：《上海交通大學(xué)》2012年碩士論文　論文類型：學(xué)位論文

【摘要】：隨著近期中國民航總局審議并允許國內(nèi)航空公司新開美國航線及新增班次,美國交通運(yùn)輸部門也批準(zhǔn)了美國五家航空公司進(jìn)一步開通中美航線的申請(qǐng),越來越多的國外航空公司參與中美航線的競爭,這給國內(nèi)航空公司帶來了前所未有的挑戰(zhàn)。雖然東航早在1991年的時(shí)候就開通了洛杉磯航線,隨后在2006年開通紐約航線,在最近的幾年中也都取得了很大的發(fā)展,但是在基礎(chǔ)設(shè)施、人力資源、管理水平、服務(wù)水平、航線網(wǎng)絡(luò)建設(shè)等方面,和其他運(yùn)營中美航線的航空公司相比,仍然比較薄弱。在這種環(huán)境之下,如何能夠通過提供更為優(yōu)質(zhì)的服務(wù)來滿足客戶需求,從而提升客戶滿意度已成為提升航空公司核心競爭力的重要途徑。本文以東航中美航線機(jī)上兩艙服務(wù)質(zhì)量為研究對(duì)象,分析其服務(wù)狀況以及客戶群的特點(diǎn),運(yùn)用SWOT模型對(duì)東航與國航、南航、美國大陸航空以及國際一流航空公司的中美航線兩艙服務(wù)進(jìn)行分析,找出兩艙服務(wù)上現(xiàn)存的缺陷,通過整理和篩選,得出在服務(wù)質(zhì)量、硬件設(shè)備、娛樂系統(tǒng)、機(jī)上餐飲、送餐流程,這五個(gè)方面存在了各種不同程度的問題,圍繞這五個(gè)方面構(gòu)建滿意度指標(biāo),并將指標(biāo)進(jìn)行量化,得出滿意度測評(píng)模型。通過實(shí)際問卷與網(wǎng)絡(luò)問卷相結(jié)合的方式,得到這五個(gè)維度的滿意度數(shù)值并對(duì)調(diào)查結(jié)果進(jìn)行總結(jié)分析。本文從加強(qiáng)員工服務(wù)理念、重視一線員工的業(yè)務(wù)培訓(xùn)、重視員工滿意度、制定個(gè)性化服務(wù)、改進(jìn)硬件設(shè)備、推出“優(yōu)越經(jīng)濟(jì)艙”服務(wù)、提升餐食質(zhì)量、及時(shí)反饋旅客意見并滿足其需求等方面提出了建議。最后提出了下一步的研究方向與對(duì)未來的展望。本文運(yùn)用服務(wù)質(zhì)量理論、顧客滿意度及行為學(xué)理論,運(yùn)用SWOT分析及滿意度測評(píng)模型等研究工具,在滿意度調(diào)查問卷發(fā)放的基礎(chǔ)上,通過數(shù)據(jù)的匯總和分析,為東航中美航線兩艙服務(wù)質(zhì)量的提升提出策略,提高中美航線兩艙旅客的滿意度。
[Abstract]:As the CAAC has recently examined and allowed domestic airlines to open new US routes and new flights, the US transportation department has also approved the applications of five US airlines to further open Sino-US routes. More and more foreign airlines are taking part in the competition between China and the United States, which poses an unprecedented challenge to domestic airlines. Although China Eastern Airlines opened its Los Angeles route as early as 1991 and then opened its New York route in 2006, In recent years, great progress has also been made. However, in terms of infrastructure, human resources, management level, service level, airline network construction, and so on, compared with other airlines operating Chinese and American airlines, Still relatively weak. In this environment, how can we meet the needs of our customers by providing better services, Therefore, improving customer satisfaction has become an important way to enhance the core competitiveness of airlines. The SWOT model is used to analyze the two cabin services of China Eastern Airlines, Air China, China Southern Airlines, Continental Airlines of the United States and international first-class airlines, and to find out the existing defects in the service of the two cabins, and through sorting out and screening, the quality of service is obtained. Hardware equipment, entertainment system, onboard catering, meal delivery process, these five aspects of the existence of different degrees of problems, around these five aspects of the construction of satisfaction indicators, and the indicators of quantification, Through the combination of the actual questionnaire and the online questionnaire, we get the satisfaction value of the five dimensions and analyze the results of the survey. Pay attention to the business training of front-line staff, pay attention to employee satisfaction, develop individualized service, improve hardware equipment, launch "superior economy class" service, improve the quality of food, In the end, the author puts forward the next research direction and prospects for the future. This paper applies the theory of service quality, customer satisfaction and behavior, etc. Using SWOT analysis and satisfaction evaluation model, based on the issue of satisfaction questionnaire, through the data collection and analysis, this paper puts forward the strategy for improving the service quality of the two cabins of China Eastern Airlines. Improve the satisfaction of the two cabin passengers on the Chinese-American route.
【學(xué)位授予單位】：上海交通大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2012
【分類號(hào)】：F562.6;F274

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本文編號(hào)：1535720