论我国民航运输服务质量持续改进的问题及对策

摘要

Service quality is an important aspect of the competitiveness of civil aviation transport industry and a significant source for the competitive edge of the industry.This paper firstly analyzes the crucial impact factors and main problems in the sustainable improvement of China′s civil aviation transport service quality.Then,it puts forward countermeasures in light of these problems.The countermeasures include mainly following aspects.Firstly,service quality criteria should be set and combined with the execution and supervision.Secondly,the long—term mechanism should be founded by combining temporary checkup and regular checkup of service quality.Thirdly,the mechanism of both rewards and punishment should be built.Fourthly,the sustainable improvement of service quality can be achieved by solving surface problems and fundamental problems simultaneously while paying more attention to fundamental problems.Fifthly,the effective sustainable feedback mechanism should be built of passengers′ quality perception.Finally,service quality criteria should be revised whenever necessary in order to offer impetus for the sustainable improvement of service quality.%服务质量是民航运输业竞争力的重要内容,也是行业竞争优势的重要来源。针对推动民航运输服务质量改进的关键影响因素,以及我国民航运输服务质量持续改进中存在的问题,应通过深化对服务质量标准建设的认识,将标准制定与执行监督有机结合;建立临时质量检查与常态质量考核有机结合的长效机制;实行奖惩并举,推拉结合的服务质量促进机制;形成标本兼治,重在治本的服务质量持续改进原则;建立乘客质量感知的持续反馈机制;加强标准适时修订,为服务质量持续改进提供动力等策略实现民航运输服务质量持续改进。