| With the development of our era and the promotion of economic integration, the international exchange activities in China become more and more frequent, and it also leads to the increasing number and times of passengers. Under this context, frontier inspection tasks of our country become more and more heavy. The border authorities on behalf of the state law enforcement in the Port, and its image is also more comprehensive and fully shown in the world. The theme on how to improve service levels effectively during this process thus becomes our border authorities’ working focus. This article takes the Shanghai Airport Exit and Entry Frontier Inspection Station (hereafter SAS for short) for our case study.This study first introduces the research background, purpose as well as significance of our case study. The second chapter sums up the basic theory of our research from the service marketing, service management and public service theory perspectives. The third chapter elaborates present situation analysis of the SAS’s service, and make necessity and feasibility analysis on service promotion, at the same time, this part lists the problems in the services as well. The fourth chapter combines the ACI model and ACSI model in a bid to construct all-round inspection service system with structural equation model, i.e. SEM, from five main parts including passenger expectations, perceived quality, perceived value and loyalty, complaint. Meanwhile, this chapter even put forward how to further optimize the design of service system from the service marketing, service level, service efficiency, timely response and social effect perspectives. The fifth chapter raises the SAS’s service system to strategic height, and offers specific strategic safeguard measures from full service culture strengthen the service concept, improve the job description, strict management system, integration of human resources, cultivating service brand aspects as service system maintenance operation, hoping that can provide certain reference for improving the SAS’s service level. |
