基于SERVPREF-KANO的航班服务质量提升研究

Research on the Improvement of Flight Service Quality Based on SERVPREF-KANO

为了有针对性地提高我国民航旅客满意度,文章结合SERVPREF服务质量模型与KANO模型构建了航空公司服务质量评价体系,通过对旅客进行问卷调查得到旅客满意度数据。结合KANO模型分类结果与顾客满意度系数计算出评价模型中各项指标对整体服务质量的影响强度。最后,结合分析结论提出服务质量改进建议。

In order to improve our civil aviation passenger satisfaction in a targeted manner,this article combines the SERVPREF service quality model and the KANO model to construct an airline service quality evaluation system,and obtain passenger satisfaction data through questionnaire surveys of passengers.Combining the classification results of the KANO model and the customer satisfaction coefficient,the influence intensity of each index in the evaluation model on the overall service quality is calculated.Finally,it puts forward service quality improvement suggestions based on the analysis conclusion.