东方航空公司服务质量评价及提升策略研究.pdf

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1、᪎㾷䲿⵰ᡁഭ㓿⍾Ⲵᤱ㔝໎䮯઼Ӫ≁⭏⍫≤ᒣⲴнᯝᨀ儈ˈ㡚オ䘀䗃ъᗇࡠҶ䗵⥋Ⲵਁኅˈཆഭ㡚オޜਨਇ䠁㶽ডᵪⲴᖡ૽ˈ࣐ᘛሩᡁഭ㡚オᐲ൪Ⲵ⑇䘿DŽ❦㘼ˈоഭ䱵а⍱Ⲵ㡚オޜਨ⴨∄ˈᡁഭ㡚オޜਨⲴᴽ࣑䍘䟿Პ䙽ᆈ൘䖳བྷᐞ䐍ˈᴽ࣑≤ᒣҏ৲⅑н喀DŽ⧠ᴹ⍻䟿㡚オޜਨᴽ࣑䍘䟿Ⲵᯩ⌅⋑ᴹ㔏аǃ㿴㤳Ⲵḷ߶ˈѫ㾱ᱟ亮ᇒ൘ᵪ൪Ⲵ᜿㿱㮴кປ߉㠚ᐡⲴ᜿㿱઼ᔪ䇞ˈᒦሩ㡚オޜਨઈᐕⲴᐕ֌䍘䟿䘋㹼ᢃ࠶ˈ㕪ѿ、ᆖ㌫㔏Ⲵ⍻䟿ᤷḷփ㌫ˈҏᰐ⌅Ѫ᭩䘋㡚オᴽ࣑䍘䟿ᤷ᰾ࡽ䘋ⲴᯩੁDŽ൘ᰕ䎻◰⛸Ⲵ㡚オᐲ൪ㄎҹѝˈྲ᷌㡚オޜਨᰐ⌅ᔪ・ᴹ᭸Ⲵᴽ࣑䍘䟿㇑⨶փ㌫ˈ↓⺞ൠ䇴ԧᴽ࣑䍘䟿㇑⨶ᐕ֌ˈሶՊ㻛ᐲ൪ᡰ␈⊠DŽഐ↔ˈྲօ㔃ਸᡁഭ㡚オޜਨⲴ⢩⛩ˈ

2、ᔪ・ਸ⨶Ⲵᴽ࣑䍘䟿䇴ԧփ㌫ˈᑞࣙԱъᨀ儈ᴽ࣑䍘䟿ˈ໎ᕪԱъㄎҹ࣋ˈާᴹ䟽㾱Ⲵ⧠ᇎ᜿ѹDŽ俆ˈᵜ᮷䙊䗷ᙫ㔃ഭ޵ཆᴽ࣑䍘䟿⴨ޣ⨶䇪᮷⥞ˈ␡ޕ࠶᷀Ҷ㡚オᴽ࣑䍘䟿⹄ウ⧠⣦ˈ䱀᰾⧠ᴹ㡚オᴽ࣑䍘䟿⨶䇪⁑රⲴተ䲀ᙗˈᨀࠪ൘SERVPERF䟿㺘⌅Ⲵส⹰к࣐ޕᴽ࣑㺕ᮁ㔤ᓖˈӾ㘼ᶴᔪᯠර㡚オᴽ࣑䍘䟿փ㌫⁑රDŽަ⅑ˈԕѝഭьᯩ㡚オޜਨѪ⹄ウሩ䊑ˈ࡙⭘AHPቲ㓗࠶᷀⌅⺞ᇊьᯩ㡚オޜਨᴽ࣑䍘䟿䇴ԧփ㌫Ⲵ㔤ᓖ઼䇴ԧᤷḷˈࡦᇊҶ䈳ḕ䰞ধᒦ൘ইӜ⾴ਓᵪ൪䘋㹼⧠൪䈳⹄DŽ䘀⭘SPSS䖟Ԧሩ䟷䳶Ⲵ䈳⹄ᮠᦞ䘋㹼ؑᓖ࠶઼᷀䈖㓶ᙗ᧿䘠ˈ⺞ᇊ㔙᭸ᤷḷⲴᵳ䟽DŽ࡙⭘⁑㋺㔬ਸ䇴ԧ⌅䇑㇇ࠪᙫփᴽ࣑䍘䟿ᗇ࠶Ѫ3.027࠶,㺘᰾亮ᇒሩь

3、ᯩ㡚オޜਨ⧠ᴹᴽ࣑䖳Ѫ┑᜿ˈն䘌䘌⋑ᴹ䗮ࡠᇒᡧᵏᵋⲴ㾱≲ˈ䴰㾱䘋а↕ᨀ儈઼᭩ழަᴽ࣑䍘䟿DŽᴰਾˈ㔃ਸIPA䟽㾱ü㺘⧠〻ᓖ࠶᷀⌅ˈ᢮ࠪьᯩ㡚オޜਨᴽ࣑䍘䟿Ⲵࡦ㓖ഐ㍐ˈӾᆼழ⧠ᴹᴽ࣑⍱〻ḷ߶ǃ࣐ᕪᴽ࣑Ӫઈ⨶ᘥǃᨀॷઈᐕ┑᜿ᓖǃᨀ儈ഭ䱵㡚オॿ֌㜭࣋ǃ䟷ਆᴹ᭸Ⲵᴽ࣑㺕ᮁ᧚ᯭㅹӄњᯩ䶒ᨀࠪҶ㹼ѻᴹ᭸Ⲵ᭩䘋ㆆ⮕DŽᵜ᮷䘀⭘SERVPERF⨶䇪⁑රሩьᯩ㡚オޜਨᴽ࣑䍘䟿ڊࠪ、ᆖⲴ䇴ՠˈѪަਁ⧠ᒦ᭩ழ㠚䓛ᴽ࣑䍘䟿䰞仈ᨀ׋Ҷᴹ᭸ⲴߣㆆᐕާˈާᴹаᇊⲴᇎ⭘ԧ٬DŽ࣐ޕᴽ࣑㺕ᮁ㔤ᓖⲴᯠර㡚オᴽ࣑䍘䟿䇴ԧփ㌫ሩᴽ࣑䍘䟿⨶䇪䘋㹼Ҷ᧒㍒઼ࡋᯠˈ൘аᇊ〻ᓖк᧘ࣘҶ⴨ޣ⨶䇪⹄ウⲴਁኅDŽޣ䭞䇽˖ьᯩ㡚オޜਨ˗ᴽ࣑䍘

4、䟿˗SERVPERF䟿㺘⌅˗AHPቲ⅑࠶᷀⌅4ResearchonChinaEasternAirlinesservicequalityevaluationandpromotionstrategyAbstractWiththerapiddevelopmentofourcountryeconomy,thelivingstandardofpeoplehasbeenimproved.Comparedwithothervehiclesmoreandmorepeoplearewillingtochoosebyplane.Theincreasingdemandoftransportation

5、ofdomesticcivilaviationhaspromotedthedevelopmentofchinanationalaviationindustry.However,comparedwiththeinternationalfirst-classairlines,therearebiggapsbetweenforeignanddomesticairlinesinservicequality.Domesticairlineshavepoorservicelevel,lackofuniformstandardandnormsandthereisnoservicequalit

6、ymanagementsysteminordertoimprovetheservicequality.Ifairlinesunabletoestablishaneffectiveservicequalitymanagementsystem,theywillbeeliminatedbythemarket.Therefore,itisameaningfulsubjecttoestablishareasonableservicequalityevaluationsystem,withthecharacteristicsofdomesticairlines,toimprovethese

7、rvicequalitymanagement.Firstofall,basedonservicequalitytheories,qualitymanagementtheories,wediscussthestandardofservicequalityandsummarizedomesticandforeignliterature,analysisthecurrentsituationofdomesticaviationindustryservicequality.Weconstructan