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论文编号：	13341
作者编号：	2320190564
上传时间：	2022/6/12 17:56:43
中文题目：	H航空公司乘务员客舱服务质量优化研究
英文题目：	Opitimization Research on Quality of H Airlines’ Cabin Service
指导老师：	薛有志教授
中文关键字：	H航空公司；客舱服务质量；SERVQUAL模型；服务质量差距模型
英文关键字：	H Airlines; Cabin Service Quality; SERVQUAL Service Model; Service Quality Gap Model
中文摘要：	随着世界经济的飞速发展，全球运输业也在快速崛起。为了满足国际间的经贸往来，世界民航扮演了举足轻重的角色。伴随着旅客出行选择的多样化增加，旅客则对公共航空服务质量提出了更高的要求与标准。客舱服务质量的优劣将直接影响到旅客选择航空公司的偏好，进而对航空公司未来的发展前景带来关联性的影响，客舱服务质量好坏最直接的体现就是旅客的满意度。 乘务员是民航发展的重要组成部分，乘务员的客舱服务质量高低与旅客的出行感受紧密相关。本文介绍了H航空公司乘务员的服务质量现状及问题，利用文献研究法、问卷调查法、旅客访谈法、实证对比分析法等方法对H航空公司乘务员的客舱服务质量现状及问题进行统计、汇总及分析。通过研究学习服务理论、质量理论以及服务质量的相关理论知识和内容，以SERVQUAL服务质量感知模型、服务质量差距模型和服务蓝图法为研究工具，以H航空公司的服务质量现状作为研究对象，结合相关文献，针对查找出的H航空公司客舱服务质量现阶段存在问题，提出H航空公司客舱服务质量优化提升策略，制定出适合H航空公司客舱服务质量未来发展需要的优化方案和具体实施举措，对乘务员的未来职业技能培养方向及客舱服务质量优化提出了具体要求和实施举措。 通过本文研究总结了H航空公司提升乘务员客舱服务质量的具体实施举措：加强乘务员服务意识、提升乘务员职业素养；提高乘务员招聘质量，加强各类培训，为乘务员制定和提供统一可量化的服务标准；H航空公司加大服务营销宣传、优化服务产品和管理机制为乘务员提供强有力支持；H航空公司加强内部多部门联动、多渠道收集旅客意见并加速整改。通过实施以上具体的改进措施以提高H航空公司的市场竞争力，促进H航空公司的快速健康发展，同时为提高中国民航业贡献一份绵薄之力，并为航空公司日后改善客舱服务质量提供一定的理论基础。
英文摘要：	With the rapid development of world economy, the global transportation industry is in rapid rise.In order to meet the international economic and trade exchanges, the world civil aviation has played an important role.With the diversification of passenger travel choice increases, while passengers on public aviation service quality put forward higher requirements and standards.The pros and cons of cabin service quality will affect the passengers would choose again by the same airlines, is directly related to the future development of airlines.Passenger's satisfaction is the most direct embodiment of cabin service quality. Flight attendant is an important part of the development of civil aviation. The cabin service quality of flight attendants is closely related to the travel experience of passengers.This thesis introduces the current situation and problems of the service quality of H Airlines’ flight attendants, and uses the current situation and problems of literature research, questionnaire survey, passenger interview and empirical comparative analysis.By studying and learning the service theory, quality theory and the relevant theoretical knowledge and content of service quality, using SERVQUAL service quality perception model, service quality gap model and service blueprint method as research tools, with the current status of the service quality of H Airlines, combined with the relevant literature, in view of the current problems in the cabin service quality of H Airlines,introduce the strategy of optimizing and improving the cabin service quality of H Airlines, develop quality optimization plans and specific implementation measures suitable for the future development needs of the cabin service quality of H Airlines, specific requirements and implementation measures are put forward for the future professional skills training direction and the optimization of cabin service quality. This thesis summarizes the specific measures of H Airlines to improve cabin service awareness, enhance professional quality, strengthen training, and provide unified and quantifiable service standards; H Airlines should to increase service marketing, optimize service products and management mechanism to provide strong support for flight attendants; H Airlines should to strengthen internal multi-department linkage and accelerate rectification. By implementing the above specific improvement measures to improve the market competitiveness of H Airlines, promote the rapid and healthy development of H Airlines, and contribute to the improvement of China's civil aviation industry, and provide a certain theoretical basis for airlines to improve the cabin service quality in the future.
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