本文選題：航空公司　切入點：服務質量　出處：《遼寧大學》2012年碩士論文

【摘要】：隨著經濟發(fā)展和消費水平的提高,航空運輸業(yè)服務行業(yè)發(fā)展迅速,已經成為現(xiàn)代服務業(yè)最為重要的行業(yè)之一。在全球競爭激烈的航空服務領域,包括我國在內的許多航空公司都在圍繞服務質量展開競爭,包括機上服務、售票系統(tǒng)、航班準時率、值機服務以及托運等方面。這些航空服務受到了各大公司的廣泛重視,但依舊存在很大的提高空間。 本文以中國南方航空公司為例,在詳細分析該公司服務現(xiàn)狀與所遇到的管理問題的基礎之上,以調查問卷的形式,從乘客的角度分析服務質量問題產生的深層次根源。通過對南方航空服務質量的發(fā)展階段的分析,提出應從員工、管理、與企業(yè)文化理念這三方面打造服務最優(yōu)的航空公司,將員工、公司與旅客三者之間的利益有效地最優(yōu)組合起來,并進一步提出了戰(zhàn)術戰(zhàn)略性的改善服務質量的步驟。 全文共有六個部分組成。第一部分緒論論述了本文的背景和意義,回顧了國內外學者的相關研究成果,并闡述了本文的主要內容、體系與研究方法。第二部分簡要介紹了服務質量提升的基本理論、概念范疇和特征,并在此基礎上提出客艙服務質量的概念以及現(xiàn)存的問題。第三部分介紹了南方航空公司整體概況,分析了服務質量管理的現(xiàn)狀,并討論服務質量管理中存在的問題。第四部分基于問卷調查的分析發(fā)現(xiàn)該公司客艙服務中目前存在的問題,并總結出三大原因,即員工素質原因、管理制度原因和服務理念原因。第五部分根據(jù)以上分析的原因提出改進客艙服務質量的對策,即根據(jù)員工素質原因提出加強基本業(yè)務培訓、加強人際溝通培訓和加強綜合素質培訓；根據(jù)管理制度原因提出健全管理流程、指定服務標準和完善預案建設；根據(jù)服務理念原因提出認識理念的重要意義、強化人性化服務和推進服務創(chuàng)新。第六部分為結論與展望。
[Abstract]:With the development of economy and the improvement of consumption level, air transport service industry has developed rapidly and has become one of the most important industries in modern service industry.In the field of global competition, many airlines, including China, are competing around the quality of service, including in-flight service, ticketing system, on-time flight rate, check-in service and consignment.These air services have been widely valued by major companies, but there is still a lot of room for improvement.Taking China Southern Airlines as an example, based on the detailed analysis of the current service situation and the management problems encountered by the company, and in the form of a questionnaire, this paper analyzes the deep-seated causes of the service quality problems from the perspective of passengers.Based on the analysis of the development stage of Southern Aviation Service quality, this paper puts forward that we should build the best service airline from three aspects: employee, management, and corporate culture.The interests of the company and the passengers are effectively and optimally combined, and the tactical and strategic steps to improve the service quality are put forward.There are six parts in this paper.The first part introduces the background and significance of this paper, reviews the relevant research results of domestic and foreign scholars, and expounds the main content, system and research methods of this paper.The second part briefly introduces the basic theory, concept category and characteristics of service quality improvement, and puts forward the concept of passenger cabin service quality and existing problems.The third part introduces the general situation of Southern Airlines, analyzes the current situation of service quality management, and discusses the problems in service quality management.In the fourth part, based on the analysis of questionnaire survey, the author finds out the existing problems in the cabin service of the company, and summarizes three main reasons, namely, the reason of staff quality, the reason of management system and the reason of service idea.The fifth part puts forward the countermeasures to improve the service quality of passenger cabin according to the reasons above, that is, to strengthen the basic business training, to strengthen the interpersonal communication training and to strengthen the comprehensive quality training according to the staff quality.According to the reasons of management system, this paper puts forward the perfect management process, designates the service standard and consummates the construction of the plan, and puts forward the significance of understanding the idea according to the reason of the service idea, strengthens the humanized service and promotes the service innovation.The sixth part is the conclusion and prospect.
【學位授予單位】：遼寧大學
【學位級別】：碩士
【學位授予年份】：2012
【分類號】：F274;F562.6

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