华东交通大学学报Issue(5)：37-43,7.
基于三阶因子结构的航空公司服务质量评估模型研究
Evaluation Model of Airline Service Quality Based on Third-order Factor Structure
摘要
Abstract
In order to carry out quality evaluation of air service effectively, according to the airline service characteristics, the paper proposes and tests a sub-order model of airline service quality. The empirical results show that we can confirm all three levels of the proposed sub-order structure where a passenger's perceived airline service quality includes second-order factors of interaction, environment, process and outcome qualities, and each second-order factor further has its third-order factors. The empirical results also show that airline service quality scale is valid and reliable.关键词
航空服务/服务质量/分阶因子模型/乘客感知Key words
air service/service quality/sub-order factor/passenger perception分类
交通工程引用本文复制引用
张君,胡荣,李天睿..基于三阶因子结构的航空公司服务质量评估模型研究[J].华东交通大学学报,2014,(5):37-43,7.基金项目
国家自然科学基金（71201082）；中央高校基本科研业务费专项资金项目（NR2014007）；江苏省高校哲学社会科学研究重点项目（2012 ZDIXM003）；中航工业集团广义虚拟经济研究专项（GX2012-1016（M）） （）
