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ID:34892570
大小:2.66 MB
页数:56页
时间:2019-03-13
《东方航空公司服务质量评价及提升策略研究》由会员上传分享,免费在线阅读,更多相关内容在学术论文-天天文库。
1、࠶㊫ਧF562ᆖսԓ⸱312ᇶ㓗ᆖṑԓ⸱10298ᆖਧ3120533છᇿܹᆓⶅปⵄ⾦⩏႖ѽ䃪᪷䇰ᮽ从ⴤφђᯯ㡠グޢਮᵃࣗ䍞䠅䇺ԭᨆॽㆌ⮛⹊ガ㘻φ⧁⫝㧯щѐφԷѐ㇗⨼⹊ガᯯੇφԷѐ㓺㓽фᡎ⮛ሲᮏᐾφ᷍ⱟᲑ䄜㹆㛋㒚䊣12㠪䉘пᒪⲺ⹊ガ⭕⭕⏥ҕሼ䗽ৱȾഔ俌൞㗄ѳⲺ᷍ཝ⮏сⲺ⛯⛯┪┪θᗹѣ┗Ҽࣞૂ⮏ᚁȾ䘏䠂ᴿᡇⲺᐾθ⸛ᐧླਁθ䘎ᴿའཐⲺ㗄ླഔᗼθ䇟ᡇ⨃㰅ᗹᓋȾഔᗼ䎭пᒪᶛⲺ∅жѠദ䳴ૂ∅ж⛯䘑↛θᡇᴶᜩ䉘ⲺᱥᡇⲺሲᐾ᷍㘷ᐾȾ൞ᡇⲺ⹊ガ⭕ᰬᵕθሲᐾᒵঐⲺᆜ䇼ૂⶵᲰⲺᙓᜩ㔏Ҽᡇ㧡ཝⲺ䘠θћ䉞Ⲻ⋱ᆜᘷᓜθᆒᆒуٜⲺཱྀᯍ㋴⾔θѰᡇṇҼḽᵼθѰᡇⲺᆜҖૂཱྀᯍ
2、᱄ҼᯯੇȾԄቅ䇰ᮽⲺਇ㺞ࡦ∋ѐ䇰ᮽⲺߏθԄ䘿从ࡦᇐふθ䜳ऻ㘷ᐾཝ䠅Ⲻᗹ㹶ૂᶷཝ൦⨼䀙ૂ᭥ᤷȾ൞ሲᐾⲺᰖ⿷ᑤࣟсᢃᴿҼ䘏ㇽ䇰ᮽⲺᇂᡆθ൞↚ᡇᜩੇᛞ൦䈪рж༦:㘷ᐾθ䉘䉘ᛞ!ੂᰬθᡇ䘎㾷䉘ᆜ䲘Ⲻ∅жփ㘷ᐾሯᡇⲺ᭥ᤷૂᑤࣟθ൞Ԣ䓡рθᡇࡱⲺ։ՐࡦҼՎ⿶ᆜ㘻ћ䉞Ⲻ⋱ᆜᘷᓜૂѰ㘷ᐾሯᆜ⭕ᰖ⿷Ⲻީ⡧θ൞↚ҕ䈭䇮ᡇੇԢ㺞䗴ᡇᴶ䈐ᥐⲺᮢᝅȾᴶθ䉞ԛ↚ᮽ⥤㔏ᡇⲺ⡬∃Ƚ㘷ᐾȽᵁਁȽੂネૂᡶᴿީᗹᡇᑤࣟ䗽ᡇⲺӰθ䉘䉘ԢȾ⧁⫝㧯ӂȖжӊᒪޣᴾ3㾷䲿⵰ᡁഭ㓿⍾Ⲵᤱ㔝໎䮯઼Ӫ≁⭏⍫≤ᒣⲴнᯝᨀ儈ˈ㡚オ䘀䗃ъᗇࡠҶ䗵⥋Ⲵਁኅˈཆഭ㡚オޜਨਇ䠁㶽ডᵪⲴᖡ૽ˈ࣐ᘛሩᡁഭ㡚オᐲ൪Ⲵ⑇
3、䘿DŽ❦㘼ˈоഭ䱵а⍱Ⲵ㡚オޜਨ∄ˈᡁഭ㡚オޜਨⲴᴽ࣑䍘䟿Პ䙽ᆈ൘䖳བྷᐞ䐍ˈᴽ࣑≤ᒣҏ৲⅑н喀DŽ⧠ᴹ⍻䟿㡚オޜਨᴽ࣑䍘䟿Ⲵᯩ⌅⋑ᴹ㔏аǃ㿴㤳Ⲵḷ߶ˈѫ㾱ᱟ亮ᇒ൘ᵪ൪Ⲵ㿱㮴кປ߉㠚ᐡⲴ㿱઼ᔪ䇞ˈᒦሩ㡚オޜਨઈᐕⲴᐕ䍘䟿䘋㹼ᢃ࠶ˈ㕪ѿ、ᆖ㌫㔏Ⲵ⍻䟿ᤷḷփ㌫ˈҏᰐ⌅Ѫ᭩䘋㡚オᴽ࣑䍘䟿ᤷ᰾ࡽ䘋ⲴᯩੁDŽ൘ᰕ䎻◰⛸Ⲵ㡚オᐲ൪ㄎҹѝˈྲ᷌㡚オޜਨᰐ⌅ᔪ・ᴹ᭸Ⲵᴽ࣑䍘䟿㇑⨶փ㌫ˈ↓⺞ൠ䇴ԧᴽ࣑䍘䟿㇑⨶ᐕˈሶՊ㻛ᐲ൪ᡰ␈⊠DŽഐ↔ˈྲօ㔃ਸᡁഭ㡚オޜਨⲴ⢩⛩ˈᔪ・ਸ⨶Ⲵᴽ࣑䍘䟿䇴ԧփ㌫ˈᑞࣙԱъᨀ儈ᴽ࣑䍘䟿ˈ໎ᕪԱъㄎҹ࣋ˈާᴹ䟽㾱Ⲵ⧠ᇎѹDŽ俆ˈᵜ᮷䙊䗷ᙫ㔃ഭཆᴽ࣑䍘䟿ޣ⨶
4、䇪᮷⥞ˈ␡ޕ࠶᷀Ҷ㡚オᴽ࣑䍘䟿⹄ウ⧠⣦ˈ䱀᰾⧠ᴹ㡚オᴽ࣑䍘䟿⨶䇪⁑රⲴተ䲀ᙗˈᨀࠪ൘SERVPERF䟿㺘⌅Ⲵสк࣐ޕᴽ࣑㺕ᮁ㔤ᓖˈӾ㘼ᶴᔪᯠර㡚オᴽ࣑䍘䟿փ㌫⁑රDŽަ⅑ˈԕѝഭьᯩ㡚オޜਨѪ⹄ウሩ䊑ˈ࡙⭘AHPቲ㓗࠶᷀⌅⺞ᇊьᯩ㡚オޜਨᴽ࣑䍘䟿䇴ԧփ㌫Ⲵ㔤ᓖ઼䇴ԧᤷḷˈࡦᇊҶ䈳ḕ䰞ধᒦ൘ইӜ⾴ਓᵪ൪䘋㹼⧠൪䈳⹄DŽ䘀⭘SPSS䖟Ԧሩ䟷䳶Ⲵ䈳⹄ᮠᦞ䘋㹼ؑᓖ࠶઼᷀䈖㓶ᙗ᧿䘠ˈ⺞ᇊ㔙᭸ᤷḷⲴᵳ䟽DŽ࡙⭘⁑㋺㔬ਸ䇴ԧ⌅䇑㇇ࠪᙫփᴽ࣑䍘䟿ᗇ࠶Ѫ3.027࠶,㺘᰾亮ᇒሩьᯩ㡚オޜਨ⧠ᴹᴽ࣑䖳Ѫ┑ˈն䘌䘌⋑ᴹ䗮ࡠᇒᡧᵏᵋⲴ㾱≲ˈ䴰㾱䘋а↕ᨀ儈઼᭩ழަᴽ࣑䍘䟿DŽᴰਾˈ㔃ਸIPA䟽㾱ü
5、㺘⧠〻ᓖ࠶᷀⌅ˈࠪьᯩ㡚オޜਨᴽ࣑䍘䟿Ⲵࡦ㓖ഐ㍐ˈӾᆼழ⧠ᴹᴽ࣑⍱〻ḷ߶ǃ࣐ᕪᴽ࣑Ӫઈ⨶ᘥǃᨀॷઈᐕ┑ᓖǃᨀ儈ഭ䱵㡚オॿ㜭࣋ǃ䟷ਆᴹ᭸Ⲵᴽ࣑㺕ᮁ᧚ᯭㅹӄњᯩ䶒ᨀࠪҶ㹼ѻᴹ᭸Ⲵ᭩䘋ㆆ⮕DŽᵜ᮷䘀⭘SERVPERF⨶䇪⁑රሩьᯩ㡚オޜਨᴽ࣑䍘䟿ڊࠪ、ᆖⲴ䇴ՠˈѪަਁ⧠ᒦ᭩ழ㠚䓛ᴽ࣑䍘䟿䰞仈ᨀҶᴹ᭸ⲴߣㆆᐕާˈާᴹаᇊⲴᇎ⭘ԧ٬DŽ࣐ޕᴽ࣑㺕ᮁ㔤ᓖⲴᯠර㡚オᴽ࣑䍘䟿䇴ԧփ㌫ሩᴽ࣑䍘䟿⨶䇪䘋㹼Ҷ᧒㍒઼ࡋᯠˈ൘аᇊ〻ᓖк᧘ࣘҶޣ⨶䇪⹄ウⲴਁኅDŽޣ䭞䇽˖ьᯩ㡚オޜਨ˗ᴽ࣑䍘䟿˗SERVPERF䟿㺘⌅˗AHPቲ⅑࠶᷀⌅4ResearchonChinaEasternAirlin
6、esservicequalityevaluationandpromotionstrategyAbstractWiththerapiddevelopmentofourcountryeconomy,thelivingstandardofpeoplehasbeenimproved.Comparedwithothervehiclesmoreandmorepeoplearewillingtochoosebyplane.Theincreasingdemandoftransportationofdomesticcivilaviationhaspromotedthedevelopme
7、ntofchinanationalaviationindustry.However,comparedwiththeinternationalfirst-classairlines,therearebiggapsbetweenforeignanddomesticairlinesinservicequality.Domesticairlineshavepoorservicelevel,lackofuniformstandardandnormsandthereisnoservicequalitymanagementsysteminordertoimprov
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