Abstract Air quality of service has increasingly become one of the key elements of After China enters the WTO， domestic airlines facing severe Compared with advanced foreign airlines， China Airlines passenger services still exist many problems in services， in the sense of quality and service quality management， and other areas at a lower Therefore， helping airlines to establish service quality management system， the right to evaluate and improve service quality management， so as to effectively improve customer satisfaction， enhance competitiveness， is a very meaningful In this paper， China's airline service quality management for the study， through the airline service quality and characteristics of in-depth analysis， a systematic study of airline service quality management basic principle for the operational characteristics of the airlines， airlines try to build the quality of services Management System framework， a process-based airline service quality management system model; Construction of the quality of services in accordance with the basic management system， its monitoring and evaluation， from the perspective of customer satisfaction， the establishment of indicators evaluation system for airlines The quality of services for the management of the quantitative evaluation and monitoring; Finally， the status of the development of China's airline service quality and management of the main problems， after in-depth discussions and concluded that the airlines to ensure quality of service for the effective management system C In this paper， literature， experience Taojiao law， quantitative analysis and qualitative analysis and other research methods， in the process of writing a number of innovations， the first service quality management theory and the results of the study applied to airlines， summed up Air quality of service content， and in accordance with the characteristics of the aviation industry constructed a well-established airline service quality management system in order to look forward to the airline service quality management to achieve a breakthrough on the theoretical study of airline quality management played A guiding Key words: airline service quality management system for customer satisfaction; Countermeasures
