内 容 摘 要
民用航空事业是国民经济的先导性基础产业，又是一个服务性行业，既要有自身效益，又必须满足社会效益；本文在顾客满意度理论的基础之上，结合自身所学对南航的发展现状和航空公司服务质量提升的迫切性进行了阐述，并针对目前南航航空服务流程进行分析，发现了南航在航空服务中存在着服务意识欠缺、乘客满意度不高以及违反市场规则等问题。最终认为只有通过强化以顾客中心为核心理念、建立世界级的服务标准、多种手段提升服务人员积极性、加强品牌宣传强化舆论宣传、开展服务创新及实现铁路公路公交的零换乘等措施，才能从根本上解决中国南航现存在的问题。
关 键 词
南航 服务理念 顾客满意
Research on China Southern Airlines service quality problems and suggestions
Civil aviation industry is the forerunner of national economy foundation industry, it is a service industry, both have their own benefits, and must meet the social benefit; the service theory and customer satisfaction theory, combined with the development status of China Southern Airlines service quality promotion and the urgency of this, according to the China Southern Airlines Service flow analysis, found the southern aviation services exist in the lack of awareness of service, passenger satisfaction is not high and the violation of the rules of the market and other issues. Eventually that only by establishing the customer center as the core concept, to build a world-class service standards, a variety of means to improve staff enthusiasm, strengthen brand publicity strengthening publicity, service innovation and implementation of railway and highway transportation zero change wait for measure, in order to fundamentally solve the problem existing in China Southern airlines.
Key Words
China Southern Airlines concept of service customer satisfaction
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