Research On Service Quality Improvement Of CQ Airlines
Zhou, Xia (2025)
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2025050910139
https://urn.fi/URN:NBN:fi:amk-2025050910139
Tiivistelmä
In the context of fierce global airline competition, the service quality of airlines has emerged as a pivotal factor influencing regional economic competitiveness. Consequently, enhancing airline service quality has become a critical task for national carriers. This research aims to identify effective strategies to improve the service quality of CQ Airlines, thereby strengthening its competitive edge and ensuring sustainable development. This research holds significant practical value and application potential.
This study was conducted in April 2025. Researchers distributed questionnaires to passengers who had recently flown with CQ Airlines. A total of 152 valid responses were collected over a three-day period.
This study begins by establishing a comprehensive service quality indicator system for CQ Airlines and designing a corresponding questionnaire for distribution, collection, and screening. The service quality of CQ Airlines is evaluated across five key dimensions-reliability, responsiveness, empathy, tangibles, and assurance-utilizing the SERVQUAL model. Finally, based on the analysis results, targeted recommendations are proposed to enhance the service quality of CQ Airlines. These recommendations are intended to provide robust support for CQ Airlines in the highly competitive market, thereby improving service delivery and winning greater customer favorability.
This study was conducted in April 2025. Researchers distributed questionnaires to passengers who had recently flown with CQ Airlines. A total of 152 valid responses were collected over a three-day period.
This study begins by establishing a comprehensive service quality indicator system for CQ Airlines and designing a corresponding questionnaire for distribution, collection, and screening. The service quality of CQ Airlines is evaluated across five key dimensions-reliability, responsiveness, empathy, tangibles, and assurance-utilizing the SERVQUAL model. Finally, based on the analysis results, targeted recommendations are proposed to enhance the service quality of CQ Airlines. These recommendations are intended to provide robust support for CQ Airlines in the highly competitive market, thereby improving service delivery and winning greater customer favorability.