Research on Airline Service Quality Evaluation Strategy from the Perspective of Customers

To evaluate the service quality of airlines scientifically and objectively and find out the problems and defects in the service of airlines, this paper applies the basic principles of service quality management. Based on the theory of five elements of service quality and the theory of service quality gap model of PZB group, this paper comprehensively analyzes the content of service quality evaluation from the perspective of customers, combined with the actual service quality of airlines. The factors that affect the service quality of airlines are formed into service quality evaluation indexes of airlines, and the weight values of all levels of indicators are calculated and defined by AHP. Through the questionnaire survey method, the customers provide weight to each index importance score, which improves the scientificity of the survey.