QD Airlines Customer Satisfaction and Airline Service Study
Song, Kaihui (2026)
2026
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https://urn.fi/URN:NBN:fi:amk-2026051812950
https://urn.fi/URN:NBN:fi:amk-2026051812950
Tiivistelmä
This study focuses on customer satisfaction and service quality of QD Airlines under the trunk branch combined operation mode. Based on the SERVQUAL model, this study adds trunk-branch coordination and short-haul service efficiency to form a tailored seven-dimensional evaluation system. A mixed-method approach integrating questionnaire survey, interview and secondary data analysis is adopted, with SEM and IPA as main analytical tools.
The findings indicate that reliability, short-haul service efficiency and trunk-branch coordination are the core drivers of passenger satisfaction. Major pain points include low check-in convenience, insufficient ground facilities and unbalanced resource allocation between trunk and branch routes. The homogenized service system leads to inefficient resource use and obvious satisfaction gaps among passenger groups.
According to QD Airlines’ 2025 operational data, this study proposes short-term, medium-term and long-term hierarchical optimization strategies to improve service processes, allocate resources rationally and carry out differentiated services.
Theoretically, this study enriches the service evaluation system for regional airlines and improves the adaptability of classic models. Practically, it provides actionable solutions for QD Airlines to enhance service quality and customer loyalty. Industrially, it offers a replicable paradigm for similar regional airlines and promotes the high-quality development of China’s regional aviation industry.
The findings indicate that reliability, short-haul service efficiency and trunk-branch coordination are the core drivers of passenger satisfaction. Major pain points include low check-in convenience, insufficient ground facilities and unbalanced resource allocation between trunk and branch routes. The homogenized service system leads to inefficient resource use and obvious satisfaction gaps among passenger groups.
According to QD Airlines’ 2025 operational data, this study proposes short-term, medium-term and long-term hierarchical optimization strategies to improve service processes, allocate resources rationally and carry out differentiated services.
Theoretically, this study enriches the service evaluation system for regional airlines and improves the adaptability of classic models. Practically, it provides actionable solutions for QD Airlines to enhance service quality and customer loyalty. Industrially, it offers a replicable paradigm for similar regional airlines and promotes the high-quality development of China’s regional aviation industry.