航空公司服务质量问题的成因分析

Analysis about Service Quality Problems in Airlines

近期,航空公司与旅客之间经常在航班延误的责任归属问题上纠缠不清,由于航空公司不能提供令旅客满意的解决方案,旅客拒绝登机、拒绝下机等现象经常见诸报端,航空公司与旅客各说各有理。本文针对这种社会现象,从航空服务质量产生的原理出发,通过对民航业服务质量意识发展变化的阶段性分析,对民航业服务质量问题产生的根源进行分析探讨。

Recently, the airlines and the passengers are often made very complicated on the responsibility of the flight delays. It can be often read in newspaper that passengers refuse to board or departure because the airlines can＇t offer a satisfactory solution to them.Both sides have their own reasons. Backed on this kind of social phenomenon, this thesis analyses the stages of civil aviation industry service quality on the bases of the principle establishing the aviation service quality, aiming to point out the original problem of the civil aviation service.