iii 摘要 随着我国经济和生活水平的逐渐提高，国人商务出行和旅游出行的需求日益 提升，财富人群对于出行的时效性、舒适性、私密性都有了越来越高的要求，对于 公务航空公司而言，面临竞争日益加剧的公务航空市场以及服务需要日益提升的 客户群体，如何提升服务质量是摆在面前的重要课题。 我国公务航空公司目前基本已经依据ISO9001标准建立了质量管理体系，但 主要侧重于安全管理，对于服务质量管理方面，普遍存在重视程度不足、管理理念 不清晰、管理效果不明显的问题。A公务航空公司是国内较早成立的公务机运行商， 具备较丰富管理经验，A公司同样也面临着上述痛点问题。因此，本论文结合时下 公务航空客户服务发展的新需要，以A公司为研究对象，旨在优化设计其服务质 量管理体系，以期达到加强组织管理效能、提升服务质量、增强企业运营和盈利能 力的目的。 首先，论文中明确了研究背景、研究目的及意义，介绍了国内外关于航空服务 质量的相关文献综述；其次，对服务质量相关理论和质量管理体系相关方法和理论 进行了系统阐述，为论文奠定了理论基础，重点对ISO 9001标准和全面质量管理 （TQM）相关理论进行了研究，总结出二者的相同点和不同点，明确将二者相结合 的思路；第三，对A公司基本情况进行了介绍，分析了ISO 9001质量管理体系应 用于A公司的局限性，并重点对服务质量现状进行调研、测量和分析。调研对象包 括客户和员工两个层面，内外部相结合，调研方法采取问卷调查法和观察访谈法。 对于客户层面，使用了SERVQUAL量表分析了A公司近三年的历史投诉信息；对于 公司层面，通过员工一线访谈和服务质量差距自评问卷开展调查。从A公司内外 两方面测量A公司的服务质量差距并分析原因。第四，综合上述分析，在了解公务 航空客户服务需求特点的基础上，设计出了A公司服务质量管理体系的优化模型， 将服务质量差距模型（5GAP）及全面质量管理（TQM）相关理念融入当前ISO 9001 质量管理体系，该优化模型包括质量控制子体系、质量组织子体系、服务控制子体 系和信息沟通管理子体系，这四个子体系互相联系，通过质量管理的手段达到弥合 服务质量差距的目的，共同促进A公司服务质量的提高。第五，提出了确保优化 体系顺利实施的运行保障建议。最后，对研究结论进行总结，提出了研究不足之处 以及对于未来的展望。 关键词：公务航空；服务质量差距；质量管理体系；ISO9001；全面质量管理 北京交通大学硕士专业学位论文 iv ABSTRACT With the gradual improvement of China's economy and living standard, people's demand for business travel and tourism travel is increasing, and the wealthy people have higher and higher requirements for timeliness, comfort and privacy of travel. For business airlines, facing the increasingly fierce competition in the business aviation market and the customer groups that need increasingly improved service, how to improve the service quality is an important issue in front of them. At present, China's business airlines have basically established the quality management system in accordance with the ISO9001 standard, but they mainly focus on safety management. As for the service quality management, there are generally problems such as insufficient attention, unclear management concept and unclear management effect. As an early established business jet operator in China, A company has rich management experience, and it also faces the above-mentioned pain points. Therefore, combining with the new needs of the current development of business aviation customer service, this paper takes company A as the research object, aiming to optimize and design its service quality management system, so as to achieve the purpose of strengthening organizational management efficiency, improving service quality, and enhancing enterprise operation and profitability. First of all, the paper makes clear the research background, purpose and significance, and introduces the literature review on aviation service quality at home and abroad. Secondly, it systematically elaborated the theories related to service quality and the methods and theories related to quality management system, laying a theoretical foundation for the paper. It focused on the study of ISO 9001 standard and the theories related to total quality management (TQM), summarized the similarities and differences between them, and made clear the idea of combining them. Thirdly, it introduces the basic situation of company A, analyzes the limitations of the application of ISO 9001 quality management system to company A, and focuses on the investigation, measurement and analysis of the current situation of service quality. The research objects include customers and employees at both internal and external levels. The research methods are questionnaire survey and observation interview. At the customer level, SERVQUAL scale was used to analyze the historical complaint information of A company in the past three years. At the company level, the survey was carried out through the first-line interview of employees and the self-assessment questionnaire of service quality gap. Measure the service quality gap of A company from both inside and outside of A company and analyze the reasons. Fourth, based on the analysis of the above, designed the optimization model of service quality management system, A company will service quality gap model (gap 5) 北京交通大学硕士专业学位论文 ABSTRACT v and total quality management (TQM) concept into the ISO 9001 quality management system, the optimization model including the quality control system, quality structure system, service recovery system and information management system, the four statures system linked to each other, through quality control means to achieve the goal of bridging the service quality gap, promote the service quality of A company. Fifth, put forward to ensure the smooth implementation of the optimization system operation guarantee recommendations. Finally, the conclusion of the study is summarized, and the deficiencies of the study and the prospect for the future are proposed. KEYWORDS：Business aviation; Service quality gap; Quality management system; ISO9001; Total quality management 北京交通大学硕士专业学位论文 ABSTRACT vi 北京交通大学硕士专业学位论文 目录 vii 目录 摘要 ......................................................... III ABSTRACT ...................................................... IV 1 引言........................................................ 1 1.1 研究背景及意义 ............................................. 1 1.1.1 研究背景 ............................................... 1 1.1.2 研究目的及意义 ......................................... 2 1.2 关于服务质量的国内外相关研究综述 ........................... 3 1.2.1 国外研究现状 ........................................... 3 1.2.2 国内研究现状 ........................................... 4 1.3 研究内容及研究方法 ......................................... 5 1.3.1 研究内容 ............................................... 5 1.3.2 研究方法 ............................................... 7 2 相关理论 .................................................... 8 2.1 服务质量相关理论 ........................................... 8 2.1.1 服务质量的内涵 ......................................... 8 2.1.2 服务质量差距理论 ....................................... 8 2.1.3 SERVQUAL方法理论 ...................................... 9 2.2 质量管理体系相关方法及理论 ................................ 10 2.2.1 全面质量管理相关理论 .................................. 10 2.2.2 ISO9000质量管理相关标准 .............................. 11 2.2.3 ISO9001标准与全面质量管理（TQM）关系的研究 ........... 12 3 A公务航空公司服务质量现状调查及分析 ......................... 14 3.1 A公务航空公司基本情况 .................................... 14 3.1.1 公司简介 .............................................. 14 3.1.2 服务内容 .............................................. 14 3.1.3 服务质量管理概况 ...................................... 15 3.1.4 ISO9001质量管理体系应用于A公司存在的局限性 .......... 16 3.2 A公司服务质量现状调查 .................................... 17 3.2.1 调查逻辑模型设计 ...................................... 17 北京交通大学硕士专业学位论文 目录 viii 3.2.2 基于SERVQUAL方法的顾客感知服务质量调查 ............... 18 3.2.3 一线员工满意度访谈调研 ................................ 23 3.2.4 公司服务质量差距自评调查分析 .......................... 25 3.2.5 服务质量差距产生的原因分析 ......................