Research On Service Quality Promotion Question Of Civil Aviation Qingdao Air Traffic Management Station

Air traffic control is a complex operation system, air traffic control station of product is for flight and passenger services to create value. At the beginning of2006, Qingdao civil aviation air traffic management station (hereinafter referred to as the Qingdao ATC station) two occurred serious safety accidents, and caused casualties on the ground, it is relatively rare in China’s civil aviation history. The main cause of these accidents is the level of service quality of Qingdao ATM station is low, the lack of emergency handling ability of the accident. The control station is the aircraft flight safety "commander in chief", which is the strong backing of flight. To realize the quality of service, ensure flight safety objectives, in addition to the services required staffing, infrastructure construction, reasonable structure, supporting management system, etc. these tangible things, also need a kind of invisible strength to strengthen the staffs sense of responsibility, sense of mission and sense of honor wake employees feeling. Exercise advanced industry in line with the Qingdao ATC station development needs of the culture, guide the staff to advanced concepts, to advanced profession spirit inspire, support force is to achieve the goal, is also the Qingdao ATC station presence and efforts of the whole reason.The implementation of customer service and development to build customer loyalty to Qingdao ATC station, can therefore maintain fixed customers, especially the special service for the key customers, not only can make the target market of customers and long-term stability, but also can bring new customers affected by the core client. Theoretically, for customer service to create value, thus increasing the customer delivered value, make Qingdao ATC station gradually have the competitive advantage, eventually expanding sales, this has to a certain extent, creating a new customer. Through to the customer service can make good communication between Qingdao ATC station and customer. Qingdao ATC station can accurately know the change of market environment, air traffic control and the development trend of the industry customers, to provide information service for the adjustment of Qingdao ATM station, also provides information for the enterprises to develop new business.This paper is divided into five chapters, the first part is introduction, mainly elaborates the research background, the purpose and significance of the study. The second part for air traffic management station to improve the service quality theory, as the theoretical foundation of this thesis. The third part is the Qingdao civil aviation air traffic management station service quality status analysis, mainly to the Qingdao civil aviation air traffic management station and the basic situation of class of service; civil aviation service quality status of Qingdao air traffic management station; Qingdao civil aviation air traffic management station to improve the service quality problems are analyzed. Study on the Countermeasures of upgrading for Qingdao civil aviation air traffic management station service quality of fourth parts, including the Qingdao civil aviation air traffic management station goals and overall train of thought to improve the service quality, on the basis of the role of government in ATC service, increase investment construction of ATC station inputs; pay attention to system based ATC service reform change air traffic control, simplify the organization; to subdivide the ATC service, for the indirect ATC services appropriate to introduce the market competition mechanism; establish and perfect the trade management laws and regulations, customer complaints handling mechanism to improve air traffic control service; service to optimize performance evaluation mechanism, give full play to the role of incentive mechanism in air traffic control service. The fifth part is the Qingdao civil aviation air traffic management station to improve the service quality guarantee measures, including:the concept of service guarantee; organization; ATC station security team construction of the professional personnel; quality of service management system and the implementation of security; security staff training and service quality evaluation system.