【摘要】：在航空產(chǎn)業(yè)高速發(fā)展的今天,我國民航業(yè)作為綜合交通運輸體系中重要的組成部分之一,其運輸總量與日俱增,民航業(yè)內(nèi)競爭也越來越激烈,同時航空旅客對民航服務(wù)質(zhì)量的要求也日益提高。如何有效提高服務(wù)質(zhì)量,不斷進行服務(wù)優(yōu)化,滿足行業(yè)競爭壓力以及旅客日益提升的服務(wù)需求,使公司核心競爭力得以不斷提升,已經(jīng)成為航空業(yè)內(nèi)重點關(guān)注的課題。本文闡述了服務(wù)、服務(wù)質(zhì)量、以及機場服務(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)量評價模型,重點分析了Kano模型和IPA模型的優(yōu)缺點以及改進方向。針對傳統(tǒng)Kano模型無法評估顧客當前滿意度以及IPA模型不能檢驗提高可改進的服務(wù)項目是否能夠提升顧客的滿意度這兩個模型的典型缺點,提出在對航空業(yè)服務(wù)質(zhì)量評價時將Kano模型和IPA模型進行交叉運用;針對傳統(tǒng)Kano模型重要度維度片面性問題,提出基于帕累托原理改進的Kano模型,進而提出了6-IPA模型;構(gòu)建了一種解決Kano模型和IPA模型的典型缺點的綜合模型。最后借鑒已有的民航服務(wù)質(zhì)量評價模型的維度選取以及劃分理論,進行以天津濱海國際機場民航服務(wù)質(zhì)量評價為例的實際驗證分析,對傳統(tǒng)Kano模型、改進的Kano模型與IPA模型交叉運用以及新提出的綜合模型進行實證研究,對三種評價結(jié)果進行了對比分析,驗證了改進后的Kano模型和IPA模型評價結(jié)果以及綜合模型較之傳統(tǒng)模型評價過程更簡單,評價結(jié)果更科學合理,并給出了民航業(yè)服務(wù)質(zhì)量中存在的優(yōu)劣,針對其短板提出有針對性的解決策略。本文是服務(wù)質(zhì)量評價模型在民航服務(wù)領(lǐng)域中的又一次實踐,為民航業(yè)服務(wù)質(zhì)量評價及服務(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)實指導意義,為我國民航業(yè)服務(wù)質(zhì)量管理的進一步改進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.
【學位授予單位】：中國民航大學
【學位級別】：碩士
【學位授予年份】：2017
【分類號】：F562

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