The Analysis of Main Factors Affecting Service Recovery Efficiency and Path of China’s Flight Delay
YANG Xiu-yun1, ZHAO Ke-xiang1,2, HUA Wen-jun1,3
(1.School of Economics and Finance,Xi’an Jiaotong University,Xi’an 710061,China; 2.School of Economics, Henan University of Economics and Law,Zhengzhou 450002,China; 3.Bank of Qingdao Ltd.,Qingdao 266000,China)
Abstract：
Based on SERVQUAL model,the paper design the main indicators influencing the service recovery efficiency of flight delay in China,as well as questionnaire on the basis of different customer needs, and get the first-hand data by marketing research.The results show:(1) Using variance analysis, the paper proves that both passenger characteristics and delay characteristics have significant influence on the service recovery efficiency of flight delay;(2)Delay characteristics have greater influence on service recovery efficiency, simple service recovery strategies are difficult to meet the time-sensitive consumer’s demand.(3)When the flight delay happening,ignoring information communication with customer has become the key factor causing all kinds of conflicts.Therefore,providing customized service recovery strategies is an efficient way improving customer satisfaction and resolving possible conflict.
YANG Xiu-yun, ZHAO Ke-xiang, HUA Wen-jun.The Analysis of Main Factors Affecting Service Recovery Efficiency and Path of China’s Flight Delay[J] Economic Survey, 2015,V32(2): 68-74
2015 
