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Designing Service to Improve Service Quality of Civil Aviation Industry in China

As the domestic and international competition becomes more and more fierce, airlines and airports in china are meeting unprecedented challenges. Service quality then becomes significantly important to achieve a genuine and sustainable competitive advantage, and the question for civil aviation industries in china which need to solve imperatively. The purpose of this study is to improve service quality by designing service system and evaluating service quality. Planning tool of service blueprinting and evaluating method of SERVQUAL model is applied.