海南航空股份有限公司服务质量研究文档.docVIP

西北大学 硕士学位论文 海南航空股份有限公司服务质量研究 姓名：王秦东 申请学位级别：硕士 专业：工商管理 导教师：张小民Al??tragt Title: Research on the Service Quality of Hainan Airlines Co., Ltd Specialty: Business Administration NameiQindongWang Signature: Tutor:Xiaomin Zhang Signature: 2?^级 Abstract Since the reform and opening-up, under the promotion of the national economy and social development, Chinese airlines have had a sustainable, rapid and healthy development and their scale, quality and profit have reached a new level. While the international airlines improve their service quality through innovations in service, Chinese airlines have made a big breakthrough in the service level, but there is a great gap between Chinese airlines and international airlines in the entire service quality and passengers demand. euJiitAA^ As the main suppliers of the civil aviation service products, the airline companies take an important position in the civil aviation service quality. Hainan Airlines Company Limited is an excellent representative of the service level of Chinese civil aviation and its service quality and image are recognized by the fellow traders and passengers. I take Hainan Airlines as the research object, make a comparative analysis of the complaint situation handled by Hainan Airlines and the service factors and main service steps of Singapore Airlines, a model enterprise in the industry, objectively show the current situation of Hainan Airlines service quality and find the advantages, disadvantages of its service quality as well as the opportunities and challenges. Having mastered the entire situation of the service quality of Hainan Airlines, I combine with its service strategies, use SWOT Analysis Theory and other relevant service quality theories, discover the key moment and passengers as the focus Abstract points of improving its service quality and offer some pertinent strategies for the improvement of its service quality. In this paper, I hold the opinion that the key of improving Hainan Airli