Title :
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
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;
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
DOI :
10.1109/ICSSSM.2007.4280098
