Research On The Civil Aviation Transport Service Quality Improv Ement Based On Public Demand

With the continuous growth of China's civil aviation industry,civil aviation airports gradually become the main battlefield of civil aviation services.With growing service demand from public,airports' service quality has always been popular topics for social media.In the air transport industry chain,civil aviation airports are responsible for providing all services except air services for passengers.The establishment of the Guangxi Beibu Gulf Economic Zone and settlement of Nanning China ASEAN Expo also play significant role in Nanning economic growth.For example,the air traffic for Nanning airport growth 8 times in 12 years(from 1.8 million,2005 to 14 million,2017).It is obvious that with rapid growth of air travel,Nanning airport no longer sufficient to provide the required level of service for air traffic,freight transportation,and most importantly,air passengers.Maintaining and enhancing airport services is critical and is one of the greatest challenges for future Nanning Airport development.In this paper,civil aviation airport industry's service,service quality and transportation isanalyzed.SERVQUAL model is also used to build service quality evaluation index based onquestionnaire survey designed for Nanning Airport service characteristics.The paper then makes an empirical analysis of the service quality management in Nanning airport based on KANO model.Combined with excellent experience from other advanced airports,the paperprovides improvement insights of future Nanning Airport at last.