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ISSN 1008-2204
CN 11-3979/C

航空服务质量概念模型与实证分析

鱼文英, 李京勋

鱼文英, 李京勋. 航空服务质量概念模型与实证分析[J]. 北京航空航天大学学报社会科学版, 2011, 24(3): 78-82.
引用本文: 鱼文英, 李京勋. 航空服务质量概念模型与实证分析[J]. 北京航空航天大学学报社会科学版, 2011, 24(3): 78-82.
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Yu Wenying, Li Jingxun. An Empirical Study of Airline Service Quality Model and Its Measurement[J]. Journal of Beijing University of Aeronautics and Astronautics Social Sciences Edition, 2011, 24(3): 78-82.
Citation: Yu Wenying, Li Jingxun. An Empirical Study of Airline Service Quality Model and Its Measurement[J]. Journal of Beijing University of Aeronautics and Astronautics Social Sciences Edition, 2011, 24(3): 78-82.
shu

航空服务质量概念模型与实证分析

  • 延边大学 经济管理学院, 吉林 延吉 133002

基金项目: 国家自然科学基金资助项目(70962006); 延边大学211工程第三期资助项目
详细信息
    作者简介:

    鱼文英(1975—), 女, 朝鲜族, 吉林延吉人, 副教授, 博士, 研究方向为航空公司管理.

  • 中图分类号: F562.6

An Empirical Study of Airline Service Quality Model and Its Measurement

  • College of Economics and Management, Yanbian University, Yanji 133002, China

摘要

    摘要
  • 摘要: 提高服务质量是航空公司区别于竞争对手,获得相对竞争优势的重要手段。要改善航空服务质量,首先需要有效和实用的测量模型和指标对服务质量进行可靠和准确的测量。文章在文献回顾基础上,构建了航空服务质量的概念模型,探明了构成航空服务质量的内在维度,发现航空服务质量的内在维度呈三层次贡献分异。
    Abstract: Improving airline service quality is an important means to differentiate competitors and gain comparative competitive advantage in the airline industry. Improving airline service quality calls for an effective and practical measuring model and indicators to measure service quality reliably and accurately. Based on the literature review of airline service quality, this paper constructs the concept model on perceived airline service quality, finds six internal dimensions of airline service quality and the differentiation of its intrinsic dimensions at three levels.
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    • 参考文献(13)
  • [1] Parasuraman A, Zeithamal V, Berry L. SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality[J]. Journal of Retailing, 1988, 64(1).
    [2] Cronin J, Taylor A. Measuring service quality: a reexamination and extension[J]. Journal of Marketing, 1992, 56(7).
    [3] Dean A M. The applicability of SERVQUAL in different health care environments[J]. Health Marketing Quarterly, 1999, 16(3):1-21.
    [4] Heung V C. Airport-restaurant service quality in Hong Kong: an application of SERVQUAL[J]. Cornell Hotel and Restaurant Administration Quarterly, 2000, 41(3):86-97.
    [5] Engelland B T. Ensuring service quality for campus career service centers: a modified SERVQAL scale[J]. Journal of Marketing Education, 2000, 22(3):236-247.
    [6] Gronroos C. A service quality model and its marketing implication[J]. European Journal of Marketing, 1984, 18(4):37-40.
    [7] Butler G F, Keller M R. The cost-constrained global airline industry environment: what is quality[J]. Transportation Quarterly, 1992, 46(4):599-618.
    [8] Cunningham L F, Young C E, Lee M. Cross-culture perspective of service quality and risk in air transportation[J]. Journal of Air Transportation, 2002, 7(1):3-26.
    [9] Chen Ching-Fu. Investing structural relationships between service quality, perceived value, satisfaction, and behavior intentions for air passengers: evidence from Taiwan[J]. Transportation Research, 2008, 42(4):709-717.
    [10] Chang Yu-Hern, Yeh Chung-Hsing. A survey analysis of service quality for domestic airlines[J]. European Journal of Operational Research, 2002, 139:166-177.
    [11] Chang Daesung. A comparative study of measuring air liners’ service quality[J]. Journal of the Korean society for Quality Management, 2003, 31(4):36-54.
    [12] 郝勇, 吴亿萍. 用于航空客运服务的SERVQUAL改进模型[J]. 上海工程技术大学学报, 2009, 23(3):249-253.
    [13] Nunnally J C. Psychometirc theory[M]. New York: McGraw-Hill, 1978:50-55.
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出版历程
  • 收稿日期:  2010-11-28
  • 发布日期:  2011-05-24

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