基于三阶因子结构的航空公司服务质量评估模型研究

摘要

In order to carry out quality evaluation of air service effectively, according to the airline service characteristics, the paper proposes and tests a sub-order model of airline service quality. The empirical results show that we can confirm all three levels of the proposed sub-order structure where a passenger's perceived airline service quality includes second-order factors of interaction, environment, process and outcome qualities, and each second-order factor further has its third-order factors. The empirical results also show that airline service quality scale is valid and reliable.%为了有效开展航空服务质量评估，针对航空公司服务质量特点，构建了航空公司服务质量的分阶因子模型，并通过实证研究对评估模型进行了验证，实证分析结果表明：基于乘客感知的航空公司服务质量包括交互质量、硬件环境质量、过程质量和结果质量4个二阶因子，每个二阶因子还包含若干个三阶因子；本文设计的航空公司服务质量量表具有较高的有效性和可靠性。