航空服务质量现状及发展战略研究.pdf

关键词： 海航， 服务质量， 客户， 员工 ABSTRACT THE SERVICE QUALITY OF THE DOMESTIC AIRLINES AND THE STUDY ON DEVELOPING STRATEGY -TAKE HAINAN AIRLINE AS AN EXAMPLE With Chinas entry into WTO( World Trade Organization) and the continuingly deepening reforms of civil aviation, domestic airlines is paying more importance on service quality. Regarding the current service quality of the domestic airlines, however, there still exist some problems on punctuality, on-board service, ticketing, cargo transportation, and so on. Airline is the service industry that offers the aerial affair of transport service. Give an example as Hainan airline, first this paper show the service quality in airlines, then analyze Hainan airline’s current service quality, and then analyze the reason of this problem. From the development phases of civil aviation’s service quality, we can recognize that the improvement of service quality is the core competence of an airline which should be seen as a strategy, and we can also analyze some service measure of Hainan airline’s. Some common measures to improve service quality are included in this paper. Several years’ working experiences in this industry push me to think about the reason why the service quality can’t match the expected purpose, at the same time I am trying my best to know how airlines can provide real perfect service after improving the service quality. In the last ,the writer figure out that it should emphasize on person, achieve the goal from caring about your customers and caring about your employees, this is the strategy that fit for the current competing circumstance of Hainan airline. I hope it can hel