加权SERVQUAL模型的航班延误服务补救质量评价研究

介绍航班延误和服务质量评价,体现航班延误服务补救质量评价的重要性。通过对旅客的问卷调查，将加权SERVQUAL评价模型应用于航班延误服务补救问题，对航班延误进行服务补救质量评价，最后为航空公司更好地提高航班延误后的服务质量提出了较详细的建议。

A Research on Service Recovery Quality Evaluation in Flight Delay Based on Weighted SERVQUAL Model

In flight delay and service recovery, travelers′ main concern is how to get the best compensation. Constructive advice is offered for airlines to improve service quality. A questionnaire survey is conducted among passengers using the SERVQUAL evaluation model for flight delays′ service recovery issues and a remedial service quality evaluation of flight delays is done. The results show that the tangibles are the most important part of the five attributes. And the overall results indicate that travelers are not satisfied with their services. Finally, according to these results, conclusions are reached with recommendations for airlines to improve service quality after flight delays.