Research For Passenger Service Quality Improvement Of Chengdu Shuangliu International Airport

As the Chinese-style socialism enters a new era,our economy has transformed from the stage of high-speed development to high-quality development.As one of our nation’s important strategic industry,civil aviation occupies an important position in the national economic development,and is also an important driving force for our country to achieve the goal of becoming a powerful country.In the new era,the core goal and task of building China’s civil aviation power is to vigorously improve the quality of civil aviation services and by so promoting development.The essence of building civil aviation power is to promote high-quality development.Service quality is the concentrated embodiment of high-quality development of civil aviation,of whom the inevitable requirement is the improvement of service quality.In recent years,civil aviation has adhered to the concept of "genuine service" and is continuously improving the quality of service and constantly improving the level of service.However,nowadays,people’s material and cultural needs are becoming increasingly diversified with the continuous development and progress of society,and obviously higher.For civil aviation services,people are also more inclined to pursue higher quality and capacity of service,and a wider range and type of services.Hence,under the stimulation of this contradiction between supply and demand,the imbalance between supply and demand of aviation service appears gradually.Nowadays,the service quality of civil aviation airport has been widely concerned by the public,and the airport service quality is the key factor to determine the airport development and competitiveness.With the increasingly fierce market competition and more diversified traffic choices,airports must depend on excellent service to gain competitive advantage.Therefore,improving the quality of service is particularly important.Sichuan Province is in the key period of building itself into an economically strong province and pushing itself forward to a new level of development.The Third Plenary Session of the 11 th CPC Provincial Party Committee makes it a strategic priority to speed up the construction of Tianfu Airport,build an international aviation hub for Chengdu and expand and strengthen aviation logistics in the new era.Shuangliu Airport,as the fourth largest airport in China,is an important aviation hub in China.It is recently facing the challenges of diversified customer demand,airport competition and rapid development of high-speed rail.Under such circumstances,based on the theory of customer satisfaction and service quality theory,applying the methods of literature research,comparative study and interviews,this paper studies the improvement of the service quality of Shuangliu Airport.This paper first introduces the current service status of Chengdu Shuangliu Airport,analyzes its service management system and service evaluation items and sorts out existing problems through passenger interviews and internal interviews.Meanwhile,by looking into the service management experience of leading large airports such as Guangzhou Baiyun,Shanghai Hongqiao,Singapore Changi and other airports,this paper finds the gaps and shortages of Shuangliu Airport and explores the direction for improvement.Finally,in the aspects of smart Airport construction,service management system improvement,staff training and so on,this paper puts forward the scheme of service improvement.The research and analysis in this paper provide some reference for the service management and improvement of large airports.