Evaluation of cabin service quality of 3u Airlines based on customer satisfaction

Abstract

The recovery from the pandemic and the globalization of the world economy are rapidly advancing. Air passenger transport is an emerging mode of transportation, with advantages such as speed, long-distance travel capability, and convenience. During this period, competition among airlines has become increasingly intense. The study of 3U cabin service quality is based on service quality theory and aviation service quality theory, using research methods such as literature review and questionnaire survey. Therefore, evaluating the quality of cabin services is particularly critical, as it directly affects customers' travel experience and satisfaction.

However, there remains a gap between cabin service quality and customer expectations. This paper investigates the current issues in 3U Airlines' cabin services and proposes targeted policies to enhance cabin service quality, thereby improving the company's market competitiveness. This study is based on service quality theory and airline service quality theory, and uses literature review and questionnaire surveys as research methods to identify the shortcomings of 3U cabin service. The passenger questionnaire was designed based on the SERVPERF model and tested for reliability using SPSS. This research examine cabin satisfaction across the five dimensions of the SERVPERF model. Through the questionnaire survey, it analyzed the problems in 3U Airlines' cabin services, including onboard facilities, staff attitude, and response time.

Finally, by analyzing the data, the research identifieied certain issues in cabin services and proposes targeted solutions to improve 3U Airlines' cabin service standards, thereby enhancing its market competitiveness. This research not only helps to improve the cabin service quality of 3U Airlines but also provides a reference for improving the cabin service quality of other similar airlines.