Research On Process And Operation Management Of CS Airport Passengers’departure Service

In recent years,China’s civil aviation industry has developed rapidly,and more and more passengers travel to choose the mode of transportation by plane.As an indispensable part of air transportation,civil aviation airport plays an important role in the development of aviation industry.The quality of the ground service provided by the airport is not only a symbol of the comprehensive strength of the airport,but also an important indicator for measuring the modernization and maturity of the airport.In order to ensure the quality of the ground service of the airport,the Civil Aviation Administration of China has formulated the service quality standards for civil transport airports,and the airports have also introduced various management methods such as passenger service standards and staff codes.However,in the actual implementation process,the effect is often not satisfactory.Although the airport puts high standards and strict requirements on the staff,it ignores the staff’s feelings,and the extensive management style,the original intention of the airport to provide quality services to passengers has not been achieved,passengers’satisfaction with airport services is still not high.The airport’s services for passengers can be divided into three major processes:the departure process,the arrival process,and the transit process.The departure process includes:check-in procedures,checked baggage,security check,boarding,etc.It is the longest time for passengers to stay at the airport and the most contact with the staff.It is representative of the airport ground service.Therefore,this paper selects the passenger departure process to study the airport’s service management and passenger satisfaction.This paper analyzes the existing air passenger departure process and the satisfaction of staff and passengers,and finds the problems existing in all aspects of passengers’ departure service.It uses lean management,process management,queue management and service quality management to propose these problems.Solve countermeasures to improve passenger satisfaction,improve the working environment of airport employees,and improve the overall service quality of the airport.