Service Quality Evaluation of Air China based on SERVPERF Model

Ying Wang; Nutteera Phakdeephirot

doi:10.54097/fcis.v6i1.10

Authors

Ying Wang
Nutteera Phakdeephirot

DOI:

https://doi.org/10.54097/fcis.v6i1.10

Keywords:

SERVPERF, Service Quality, Analytic Hierarchy Process, Fuzzy Comprehensive Evaluation Method

Abstract

In order to effectively carry out aviation service quality evaluation, based on the service quality characteristics of Air China, through research on service quality evaluation models and methods, a questionnaire based on SERVPREF and a fuzzy comprehensive evaluation method were designed to evaluate the service quality of Air China. evaluate. Through literature analysis and expert consultation, the service quality evaluation indicators of Air China were screened and a service quality evaluation indicator system was established. Through the questionnaire survey method, a questionnaire is designed from the two dimensions of passenger satisfaction and indicator importance, and the questionnaire is distributed to collect data. Based on the questionnaire, the analytic hierarchy process was used to determine the weight of the service quality evaluation indicators of Air China. Through statistical analysis of the results of the questionnaire, the results of the comprehensive evaluation of Air China were sorted and analyzed, and it was concluded that Air China The advantages and disadvantages of the company's service quality are analyzed using the fuzzy evaluation method to comprehensively evaluate the service quality of Air China. Finally, it provides the basis for strategic research on the improvement of service quality of Air China.

Downloads

Download data is not yet available.

References

Jin Jun, No.-- Interpretation of the Guidance on Further Improving the Quality of Civil Aviation Service [J]. Civil Aviation Administration, 2018 (05): 14-16.

ParasuramanA,ZeithamlVA,BerryLL.SERVQUAL:Amultiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 1988,64(1):12-40.

Teeroovengadum V,Nunkoo R,Gronroos C,Kamalanabhan T J,et al.Higher education service quality, student satisfaction and loyalty: Validating the HESQUAL scale and testing an improved structural model[J].Quality Assurance in Education, 2019, 27(4)427-445.

ParasuramanA,ZeithamlVA,BerryLL.SERVQUAL:Amultiple-item scale for measuring consumer perceptions of service quality. JournalofRetailing,1988,64(1):12-40.

Gourdin G , Collins J , Zheng D , et al.Systematic Analysis of Electrolyte during Formation of SEI Layer on Negative Electrode for Lithium Ion Capacitor[J].Meeting Abstracts, 2015, MA2015-01(1).

Tiernan, Siobhan, Dawna Rhoades, and Blaise Waguespack. "Airline alliance service quality performance--An analysis of US and EU member airlines." Journal of Air Transport Management 14.2 (2008): 99-102.

Namukasa J.The influence of airline service quality on passenger satisfaction and loyalty: The case of Uganda airline industry[J].The TQM journal, 2013, 25(5): 520-532.

Arnoldina Pabedinskaite˙ and Viktorija Akstinaite .Procedia - Social and Behavioral Sciences , 2014(110),398 – 409.

Chen Lihua, Xu Mei. Application of gap theory to study the quality of air passenger service [J]. Shanghai Journal of Engineering and Technology for Personnel, 2001,15 (4): 277-282.

Wang Huawei, Zuo Hongfu. Service quality assessment of airlines based on uncertain information [J]. Human ergonomics, 2007,13(3): 4. DOI:10.3969/j.issn.1006-8309.2007.03.008.

Wang Ronghui. Study on aviation service quality evaluation based on the SERVQUAL method [D]. Dalian University of Technology, 2013.

Guo Jinyu, Zhang Zhongbin, Sun Qingyun. Research and application of the Hierarchical analysis method [J]. The Chinese Journal of Safety Sciences, 2008(05):148-153. DOI: 10. 16265/j.cnki.issn1003-3033.2008.05.018.

Deng Xue, Li Jiaming, Zeng Haojian and so on. Analysis and application of the weight calculation method of hierarchical analysis method [J]. The Practice and Understanding of Mathematics, 2012,42 (07): 93-100.

Xu Xueyan. Research and application of Fuzzy comprehensive evaluation model [D]. Southwest Petroleum University, 2011.

Han Li, Mei Qiang, Lu Yumei, etc. Analysis and research on the AHP-fuzzy comprehensive evaluation method [J]. Chinese Journal of Safety Science, 2004(07):89-92+3.DOI:10. 16265/ j. cnki. issn1003-3033.2004.07.022.