The Research Report Of Dalian International Airport Passengers Public Service

With the development of the national economy, the business activities become more frequently. People’s living standard rises ceaselessly. The traffic peak of Spring Festival brings great pressure for railway transport and highway transport. So, more and more business people, tourists, students and visiting people choose airplane as their travel mode. How to provide quality service on the base of security, and how to meet the demand of passengers, shippers, airlines become one of the most important goals of domestic airports.No.553of the State Council, the civil airport regulations come into effect on July1,2009. Under article III of the Ordinance makes it clear that:"Civil airports are public infrastructures." Civil airports, as public infrastructures, their basic duty are providing public services for passengers and shippers in the field of air transport. Although for a long time there have been no changes in the responsibilities of civil airports, but its position as a public infrastructure is promulgated after being formally identified. The State Council put the positioning of civil airport back as public infrastructures, attracts attention of Civil aviation industry and pubic, also caused a broad discussion on civil public services. So the main purpose of this article is evaluating the passenger satisfaction of Dalian International Airport public service, identify shortcomings, and improvements from the hardware and software aspects, in order to raise the level of passenger service of Dalian International Airport.This article mainly uses the literature research, survey methods, standing on the point of public management theory combined with new public service theory and satisfaction measurement. This article investigates and Analysis on airport public service by conducting passenger public service satisfaction questionnaire survey. The first chapter describes the research background, introduces Airport passenger satisfaction of public service theory of literature study, describes the airport location as the public infrastructure, surveys satisfaction of airport passenger service agent, scope and significance of the research, and research ideas. Chapter II designs the research. It describes the object and scope of the investigation, survey methods and techniques, sample selection and research process, and the reliability and validity of questionnaire for the analysis. Chapter III is the survey report of Dalian airport passenger satisfaction of the public service. Results from satisfaction score and not satisfied with the two angles mentioned rate analysis, identifying existing problems and causes. The fourth chapter proposed service improvement strategies and schemes.