Designing Service to Improve Service Quality of Civil Aviation Industry in China

Author

Yifei, Zhao ; Xinhui, Ren

Author_Institution

Civil Aviation Univ. of China, Tianjin

fYear

2007

fDate

9-11 June 2007

Firstpage

1

Lastpage

6

Abstract

As the domestic and international competition becomes more and more fierce, airlines and airports in china are meeting unprecedented challenges. Service quality then becomes significantly important to achieve a genuine and sustainable competitive advantage, and the question for civil aviation industries in china which need to solve imperatively. The purpose of this study is to improve service quality by designing service system and evaluating service quality. Planning tool of service blueprinting and evaluating method of SERVQUAL model is applied.

Keywords

airports; customer services; design for quality; planning; travel industry; China; SERVQUAL model; airlines; airports; civil aviation industry; domestic-international competition; service quality; service system design; Air transportation; Airports; Communication effectiveness; Costs; Delay effects; Industrial economics; Personnel; Quality management; Rail transportation; Road transportation; Civil Aviation industry; Service Blueprint; Service Quality; The Method of Evaluating Service Quality;

fLanguage

English

Publisher

ieee

Conference_Titel

Service Systems and Service Management, 2007 International Conference on

Conference_Location

Chengdu

Print_ISBN

1-4244-0885-7

Electronic_ISBN

1-4244-0885-7

Type

conf

DOI

10.1109/ICSSSM.2007.4280098

Filename

4280098