摘要
服务质量是企业提供的产品和服务满足客户需求程度的总和。自中国民用航空局发布《民航行业标准体系(征求意见稿)》和中国民用机场协会发布T/CCAATB 0007—2023《民用机场旅客服务质量》以来,航空公司加强了旅客服务质量标准化管理,对上游信息系统供应商的服务需求也随之提高。本文基于扎根理论的质性分析,构建包含产品因素、服务因素和客户因素三方面的客户满意度影响因素模型,并从产品和服务两个客观因素出发,提出在人员培训及服务标准化、产品设计及研发标准化和数据格式及接口标准化等三方面进行民航数字化转型服务质量标准化管理。
Service quality is the sum of the degree to which the products and services provided by an enterprise meet customer needs.Since the Civil Aviation Administration of China released the Civil Aviation Industry Standard System(Draft for Comments)and the China Civil Airports Association released T/CCAATB 0007-2023,Civil Airport Passenger Service Quality,airlines and airports have strengthened the standardization management of passenger service quality,and the demand for services from upstream information system suppliers has also increased accordingly.Based on the qualitative analysis of grounded theory,this article constructs a customer satisfaction influencing factor model that includes product factors,service factors,and customer factors.Starting from the two objective factors of products and services,it proposes the standardization management of service quality in civil aviation digital transformation in three aspects:personnel training and service standardization,product design and development standardization,and data format and interface standardization.
作者
常鑫宇
黄丽
杨玲
李雯雯
CHANG Xin-yu;HUANG Li;YANG Ling;LI Wen-wen(TravelSky Technology Limited)
出处
《中国标准化》
2024年第22期65-71,共7页
China Standardization
关键词
服务质量
标准化
民航业
数字化转型
扎根理论
service quality
standardization
civil aviation industry
digital transformation
grounded theory
