上海管理科学2024，Vol.46Issue(2)：81-87,7.
基于SERVQUAL模型的航空餐食服务质量评价研究
Research on Service Quality Evaluation of In-Flight Catering Based on SERVQUAL Model
张建军 1李颖妍1
作者信息
- 1. 同济大学 经济与管理学院,上海 200092
- 折叠
摘要
Abstract
With the rapid development of China's aviation market and the improvement of people's living standards,passengers have higher and higher requirements for in-flight catering,and the service quality of in-flight catering has become the innovation and key point for many airlines to improve passenger satisfaction and maintain competitive advantage.However,there are still many problems in the catering service quality of domestic airlines,and it is particularly urgent to explore the current catering service quality evaluation.This paper uses the SERVQUAL model,based on user perception,to build a more perfect in-flight catering service quality measurement system,with the help of the product scale method and IPA quadrant analysis chart,to evaluate the gap between the actual perception and the expected perception of passengers for the current in-flight catering service indicators,effectively guide the construction of the in-flight catering service quality evaluation system,and promote the future development route of the airline company.关键词
航空餐食/SERVQUAL模型/服务质量评价Key words
in-flight catering/SERVQUAL model/service quality evaluation分类
管理科学引用本文复制引用
张建军,李颖妍..基于SERVQUAL模型的航空餐食服务质量评价研究[J].上海管理科学,2024,46(2):81-87,7.
