Jiangnan Chen, Dan Wu

Jiangnan Chen

05 December 2023

Airlines, Differentiated services, Service quality, Evaluation, SERVQUAL model.

Conducting differentiated service quality evaluation for Chinese domestic airlines is of great significance for improving the level of differentiated service quality of domestic airlines. Therefore, this study adopts the SERVQUAL model, selects 22 indicators from 5 dimensions of reliability, responsiveness, tangibility, empathy, and assurance, and constructs a differentiated service quality evaluation system for Chinese domestic airlines. Researchers take China Southern Airlines as the research object, design a survey questionnaire and distribute it, and through the analysis of passenger expected service needs and the evaluation of differentiated service quality of China Southern Airlines, the key factors affecting the differentiated service quality of China Southern Airlines are identified, and countermeasures and suggestions for improving the differentiated service quality of China Southern Airlines are proposed. Research shows that the differentiated services provided by China Southern Airlines basically meet the expected service needs of passengers. However, there are problems with China Southern Airlines' differentiated services, such as insufficient promotion of aviation service information, incomplete feedback and response mechanisms for passengers, low service efficiency, and inability to timely grasp passengers' differentiated preferences. Therefore, researchers propose to improve the differentiated service quality of China Southern Airlines from five aspects, such as using Internet technology to understand passenger preferences, building a service problem remediation system, designing service products and processes oriented towards passengers, establishing a differentiated service quality assessment system for China Southern Airlines, and correctly guiding passengers, so as to improve the quality of air transportation experience services.

© 2023, the Authors. Published by ISCCAC

This is an open access article distributed under the CC BY-NC license