abc航空公司服务质量研究.docxVIP

PAGE II Programme : Master of Business Administration Programme Leader : Prof. XXX Dissertation Topic : A Study on XXX of XXX Company Students Name : 马文萱 Student ID : 01MBAF-201405-00000 Date of Completion : 1th Jan 2018 Number of Words : 29525 PAGE PAGE VI ABSTRACT At present, the development of the society and the particularity of the aviation industry have determined the idea that the airlines must stand out in the industry with quality. From a certain point of view, whether customers are satisfied with airlines determines whether airlines can continue to develop. Similarly, the quality of service of airlines decides whether airlines have competitiveness in the industry. Now, many airlines in the world are carrying out the companys development strategy of whether customers are satisfied with the airline. With the gradual opening of the market economy, the competition between airlines in China is becoming increasingly fierce, compared with foreign airlines, in hard relatively weaker conditions, Chinas airlines only in cabin service quality and work hard to survive and further development. How to improve the standard and quality of cabin service and maximize customer satisfaction has become an important task for airlines to enhance brand awareness and improve social effects. Secondly, the gradual improvement of peoples living standard and the gradual improvement of service quality, the service quality has increasingly become a necessary condition for the survival and development of enterprises, and almost all sectors of service have improved qualitatively. Compared with other industries, the advantages of aviation service quality no longer exist. Based on this, the sort and design investigation questionnaire in this paper at home and abroad in recent years about the quality of service to the ABC aviation research literature, as the research object, based on the investigation of the passenger service quality questionnaire, interviews with experts and