我国航班延误服务补救效率的影响因素及路径研究  

The Analysis of Main Factors Affecting Service Recovery Efficiency and Path of China's Flight Delay

作　　者：杨秀云[1] 赵科翔[1,2] 化文君 

机构地区：[1]西安交通大学经济与金融学院,陕西西安710061 [2]河南财经政法大学经济学院,河南郑州450002 [3]青岛银行股份有限公司,山东青岛266000

出　　处：《经济经纬》2015年第2期68-74,共7页Economic Survey

基　　金：教育部人文社会科学规划项目;(11YJA790183);教育部新世纪优秀人才支持计划(NCET120459)

摘　　要：笔者根据SERVQUAL模型,设计了影响我国航班延误服务补救效率的主要指标,以及基于不同类型顾客需求差异的航班延误服务补救效率调查问卷。通过问卷发放、回收、处理及信度和效度检验,得到第一手数据。首先对数据进行了方差分析,验证顾客特质因素和延误特质因素对航班延误服务补救效率均具有显著影响;其次,对数据进行了结构方程检验和路径分析,证明延误特质因素对航班延误服务补救效率的影响更大,但简单的同质化补救方式难以满足时间敏感的人群需求。在延误发生时,旅客对"诚实说明延误原因"的关注以及航空公司对该问题的不重视,是引发机场延误冲突的关键因素。因此,提高航班延误服务补救的有效措施,就是针对不同顾客提供不同的服务补救方式。Based on SERVQUAL model,the paper design the main indicators influencing the service recovery efficiency of flight delay in China,as well as questionnaire on the basis of different customer needs, and get the first-hand data by marketing research. The results show:(1) Using variance analysis, the paper proves that both passenger characteristics and delay characteristics have significant influ-ence on the service recovery efficiency of flight delay;( 2 ) Delay characteristics have greater influence on service recovery efficiency, simple service recovery strategies are difficult to meet the time-sensitive consumer’s demand. (3)When the flight delay happening,ig-noring information communication with customer has become the key factor causing all kinds of conflicts. Therefore,providing custom-ized service recovery strategies is an efficient way improving customer satisfaction and resolving possible conflict.

关 键 词：航班延误 服务补救方式 顾客满意度 

分 类 号：F562[经济管理—产业经济] F224