論民航服務質量與旅客滿意度及忠誠度之關係 : 以杭州蕭山機場始發的國內旅客為例

Pao Yue-kong Library Electronic Theses Database

論民航服務質量與旅客滿意度及忠誠度之關係 : 以杭州蕭山機場始發的國內旅客為例

 

Author: 張吉玲
Zhang, Jiling
Title: 論民航服務質量與旅客滿意度及忠誠度之關係 : 以杭州蕭山機場始發的國內旅客為例
Lun min hang fu wu zhi liang yu lu ke man yi du ji zhong cheng du zhi guan xi : yi Hangzhou Xiaoshan ji chang shi fa de guo nei lu ke wei li
Degree: M.Sc.
Year: 2003
Subject: Hong Kong Polytechnic University -- Dissertations
Aeronautics, Commercial -- China -- Hangzhou -- Case studies
Consumer satisfaction -- China -- Hangzhou -- Case studies
Department: School of Hotel and Tourism Management
Pages: xi, 122 p. : ill. ; 30 cm
Language: Chinese
InnoPac Record: http://library.polyu.edu.hk/record=b1717727
URI: http://theses.lib.polyu.edu.hk/handle/200/2163
Abstract: The book extends frontiers in the research of service quality, an issue of great importance in the new millennium where service quality dominates. Though there is a growing abundance of service quality literature, little applied work has been performed in airline industry settings. Therfore, the study presents a comprehensive review of the key issues within the airline industry in China, ranging from an insightful discussion of the relationship between service quality, customer satisfaction and behavioral intentions. The main objectives are as following: a) to apply Brandy and Cornin's model in the airline industry b) to identify the impact of airline service on customer satisfaction and behavioral intentions. The dissertation consists of seven parts as following: The first part gives research background. The second part provides an overview of airline industry in China. The third part looks back literature review and the scholar's research achievements, and makes a summary. The fourth part belongs to methodology and research framework. The fifth part examines the relationship between service quality, customer satisfaction and retained preference. The sixth part analyzes how to upgrade the service quality in terms of management. The last part is research conculusion and limitation.

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