【摘要】：在航空產(chǎn)業(yè)高速發(fā)展的今天,我國(guó)民航業(yè)作為綜合交通運(yùn)輸體系中重要的組成部分之一,其運(yùn)輸總量與日俱增,民航業(yè)內(nèi)競(jìng)爭(zhēng)也越來(lái)越激烈,同時(shí)航空旅客對(duì)民航服務(wù)質(zhì)量的要求也日益提高。如何有效提高服務(wù)質(zhì)量,不斷進(jìn)行服務(wù)優(yōu)化,滿(mǎn)足行業(yè)競(jìng)爭(zhēng)壓力以及旅客日益提升的服務(wù)需求,使公司核心競(jìng)爭(zhēng)力得以不斷提升,已經(jīng)成為航空業(yè)內(nèi)重點(diǎn)關(guān)注的課題。本文闡述了服務(wù)、服務(wù)質(zhì)量、以及機(jī)場(chǎng)服務(wù)質(zhì)量等相關(guān)概念,并分析歸納了現(xiàn)有的典型民航服務(wù)質(zhì)量評(píng)價(jià)模型,重點(diǎn)分析了Kano模型和IPA模型的優(yōu)缺點(diǎn)以及改進(jìn)方向。針對(duì)傳統(tǒng)Kano模型無(wú)法評(píng)估顧客當(dāng)前滿(mǎn)意度以及IPA模型不能檢驗(yàn)提高可改進(jìn)的服務(wù)項(xiàng)目是否能夠提升顧客的滿(mǎn)意度這兩個(gè)模型的典型缺點(diǎn),提出在對(duì)航空業(yè)服務(wù)質(zhì)量評(píng)價(jià)時(shí)將Kano模型和IPA模型進(jìn)行交叉運(yùn)用;針對(duì)傳統(tǒng)Kano模型重要度維度片面性問(wèn)題,提出基于帕累托原理改進(jìn)的Kano模型,進(jìn)而提出了6-IPA模型;構(gòu)建了一種解決Kano模型和IPA模型的典型缺點(diǎn)的綜合模型。最后借鑒已有的民航服務(wù)質(zhì)量評(píng)價(jià)模型的維度選取以及劃分理論,進(jìn)行以天津?yàn)I海國(guó)際機(jī)場(chǎng)民航服務(wù)質(zhì)量評(píng)價(jià)為例的實(shí)際驗(yàn)證分析,對(duì)傳統(tǒng)Kano模型、改進(jìn)的Kano模型與IPA模型交叉運(yùn)用以及新提出的綜合模型進(jìn)行實(shí)證研究,對(duì)三種評(píng)價(jià)結(jié)果進(jìn)行了對(duì)比分析,驗(yàn)證了改進(jìn)后的Kano模型和IPA模型評(píng)價(jià)結(jié)果以及綜合模型較之傳統(tǒng)模型評(píng)價(jià)過(guò)程更簡(jiǎn)單,評(píng)價(jià)結(jié)果更科學(xué)合理,并給出了民航業(yè)服務(wù)質(zhì)量中存在的優(yōu)劣,針對(duì)其短板提出有針對(duì)性的解決策略。本文是服務(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,為民航業(yè)服務(wù)質(zhì)量評(píng)價(jià)及服務(wù)質(zhì)量水平的提升指明了方向,兼具有一定理論意義和現(xiàn)實(shí)指導(dǎo)意義,為我國(guó)民航業(yè)服務(wù)質(zhì)量管理的進(jìn)一步改進(jìn)與完善提供理論參考。
[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.
【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(lèi)號(hào)】：F562

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