| Abstract [eng] |
This master thesis studies with customer service quality models and deals with customer service problems in the aviation field of aircraft ground handling. Theoretical analysis of scientific sources provides a theoretical model of aviation customer service quality. Customer complaints from ground handling companies were also investigated and 5 main reasons were identified (staff behavior, flight cancellation, claim for compensation, procedural irregularities and misrepresentation), corroborating the methodology for calculating correlation coefficients. After identifying the factors of customer dissatisfaction and evaluating the gaps in the theoretical model, a model for improving customer service quality in aviation was developed. An in-depth interview was conducted with experts from the ground handling field to confirm the validity of the model, which demonstrated that the model is internationally applicable in the other aircraft ground handling companies. As a result, the model approbation within the organization is described and the benefits of the model highlighted. After analyzing scientific sources, conducting quantitative and qualitative research of customer complaints and in-depth interviews with experts, conclusions and suggestions are provided. Structure: introduction, theoretical, analytical and project parts, conclusions and suggestions, references. Thesis consist of: 61 p. text without appendixes, 11 pictures, 5 tables, 42 bibliographical entries. Attachments are attached separately. |
