Evaluation of pet consignment service quality: a case study of China Southern Airlines
Liu, Sha (2024)
2024
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2024051612429
https://urn.fi/URN:NBN:fi:amk-2024051612429
Tiivistelmä
In contemporary aviation services, pet transportation emerges as a critical niche, demanding meticulous attention to service quality due to its unique challenges and the high emotional investment of customers. This study explores the service quality of pet transportation services offered by China Southern Airlines, utilizing the SERVQUAL model as the theoretical framework. The SERVQUAL model, which assesses service quality across five key dimensions—tangibility, reliability, responsiveness, assurance, and empathy—serves as the foundation for a systematic evaluation. The research questions at the heart of this study are: (1) How do customers perceive the quality of pet transportation services provided by China Southern Airlines across the SERVQUAL dimensions? (2) Which dimensions of service quality are most critical to customer satisfaction in the context of pet transportation?
To address these questions, a mixed-methods approach was adopted, combining quantitative data from customer satisfaction surveys with qualitative feedback to capture a broad spectrum of customer experiences. The study not only assesses the performance of China Southern Airlines in the context of global best practices but also contributes to the broader discourse on service quality in airline pet transportation by identifying specific areas of strength and potential improvement. This research underscores the relevance of the SERVQUAL model in a specialized service sector, offering insights into the operationalization of service quality metrics tailored to the unique needs and expectations of pet owners.
By situating the study within a broader theoretical and practical context, this research contributes to a more nuanced understanding of service quality management in airline services, particularly in the specialized field of pet transportation. It is anticipated that the findings will not only enhance service delivery for China Southern Airlines but also provide a model for other carriers striving to optimize their pet transportation services.
To address these questions, a mixed-methods approach was adopted, combining quantitative data from customer satisfaction surveys with qualitative feedback to capture a broad spectrum of customer experiences. The study not only assesses the performance of China Southern Airlines in the context of global best practices but also contributes to the broader discourse on service quality in airline pet transportation by identifying specific areas of strength and potential improvement. This research underscores the relevance of the SERVQUAL model in a specialized service sector, offering insights into the operationalization of service quality metrics tailored to the unique needs and expectations of pet owners.
By situating the study within a broader theoretical and practical context, this research contributes to a more nuanced understanding of service quality management in airline services, particularly in the specialized field of pet transportation. It is anticipated that the findings will not only enhance service delivery for China Southern Airlines but also provide a model for other carriers striving to optimize their pet transportation services.