The Study of the Airlines Service Quality in Flight

• Main Authors: Ching-Ying Lai, 賴靜瑩
• Other Authors: Tien-Mo Chung
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/89979603757921908383

碩士 === 萬能科技大學 === 資訊管理研究所在職專班 === 101 === Aviation, the bridge to linked industry and market, provides important contributions for a country's economy. A successful aviation industry must be able to develop the attentive services based on customers’ needs; therefore, it can lead a win-win situation between the airline industry and its customers The objects of this study are the passengers who have taken on the airplane. The main purpose of this research is to investigate the influences among the passengers’ evaluation of the China airlines cabin environment, the inflight service quality, and the overall satisfaction. Besides, this research also tries to realize the gap between the passengers’ expectation of the inflight service and their satisfactions after really experiencing it, to provide the practical manage methods and improve strategies. In this study, it is found that the more comfortable the China Airlines cabin environment is, the higher the passengers’ evaluation is. The higher the passengers’ evaluation is, the more overall satisfaction could be. There indeed exists the gap between the passenger’s expectation and satisfaction, which reveals that there still a lot of rooms for improving the inflight service. In the meantime, this study also indicates that there is an obvious difference between males’ and females’ perception of the cabin environment. Therefore, the China Airlines top supervisors should not only know what the passengers’ expectations are, but also find out what kind of service do they really care about. Moreover, promote China Airline inflight service by setting up more suitable inflight service procedures based on females’ needs and thoughts.