工业工程
工業工程
공업공정
Industrial Engineering Journal
2014年
5期
75~78
,共null页
航班延误 质量评价 SERVQUAL 服务补救
航班延誤 質量評價 SERVQUAL 服務補救
항반연오 질량평개 SERVQUAL 복무보구
flight delay; quality evaluation; SERVQUAL evaluation model ;service recovery
介绍航班延误和服务质量评价，体现航班延误服务补救质量评价的重要性。通过对旅客的问卷调查，将加权SERVQUAL评价模型应用于航班延误服务补救问题，对航班延误进行服务补救质量评价，最后为航空公司更好地提高航班延误后的服务质量提出了较详细的建议。
介紹航班延誤和服務質量評價，體現航班延誤服務補救質量評價的重要性。通過對旅客的問捲調查，將加權SERVQUAL評價模型應用于航班延誤服務補救問題，對航班延誤進行服務補救質量評價，最後為航空公司更好地提高航班延誤後的服務質量提齣瞭較詳細的建議。
개소항반연오화복무질량평개，체현항반연오복무보구질량평개적중요성。통과대여객적문권조사，장가권SERVQUAL평개모형응용우항반연오복무보구문제，대항반연오진행복무보구질량평개，최후위항공공사경호지제고항반연오후적복무질량제출료교상세적건의。
In flight delay and service recovery , travelers′main concern is how to get the best compensa-tion.Constructive advice is offered for airlines to improve service quality .A questionnaire survey is con-ducted among passengers using the SERVQUAL evaluation model for flight delays ′service recovery issues and a remedial service quality evaluation of flight delays is done .The results show that the tangibles are the most important part of the five attributes .And the overall results indicate that travelers are not satisfied with their services.Finally, according to these results, conclusions are reached with recommendations for airlines to improve service quality after flight delays .
