中文摘要：

为了有效开展航空服务质量评估,针对航空公司服务质量特点,构建了航空公司服务质量的分阶因子模型,并通过实证研究对评估模型进行了验证,实证分析结果表明：基于乘客感知的航空公司服务质量包括交互质量、硬件环境质量、过程质量和结果质量4个二阶因子,每个二阶因子还包含若干个三阶因子;本文设计的航空公司服务质量量表具有较高的有效性和可靠性。

英文摘要：

In order to carry out quality evaluation of air service effectively,according to the airline service charac-teristics,the paper proposes and tests a sub-order model of airline service quality.The empirical results show thatwe can confirm all three levels of the proposed sub-order structure where a passenger＇s perceived airline servicequality includes second-order factors of interaction,environment,process and outcome qualities,and each sec-ond-order factor further has its third-order factors.The empirical results also show that airline service qualityscale is valid and reliable.