摘要
随着中国航空市场的快速发展与人民生活水平的进步,乘客对于航食的要求也越来越高,航食的服务质量已经成为很多航司提升乘客满意度、保持竞争优势的创新点与关键点,但目前国内航司在航食服务质量方面还存在着很多问题,因此探讨当前航食服务质量评价的需求尤为迫切。论文使用SERVQUAL模型,基于用户感知,构建了一个较完善的航食服务质量测量体系,借助乘积标度法与IPA象限分析图,评价乘客对于当前航食各服务指标的实际感知与期望感知的差距,有效引导构建航食服务质量的评价体系,推动航司未来航食的发展。
With the rapid development of China's aviation market and the improvement of people's living standards,passengers have higher and higher requirements for in-flight catering,and the service quality of in-flight catering has become the innovation and key point for many airlines to improve passenger satisfaction and maintain competitive advantage.However,there are still many problems in the catering service quality of domestic airlines,and it is particularly urgent to explore the current catering service quality evaluation.This paper uses the SERVQUAL model,based on user perception,to build a more perfect in-flight catering service quality measurement system,with the help of the product scale method and IPA quadrant analysis chart,to evaluate the gap between the actual perception and the expected perception of passengers for the current in-flight catering service indicators,effectively guide the construction of the in-flight catering service quality evaluation system,and promote the future development route of the airline company.
作者
张建军
李颖妍
ZHANG Jianjun;LI Yingyan(School of Economics and Management,Tongji University,Shanghai 200092,China)
出处
《上海管理科学》
2024年第2期81-87,共7页
Shanghai Management Science
