A Study On Airport Queuing System Optimization And Service Improvement Based On Passenger Psychology

With the development of China's socialist market economy,the construction of transportation infrastructure has become a prerequisite for the country's economic development.At present,China's civil aviation industry has made great progress.Compared with previous years,the volume of civil aviation passenger traffic has increased significantly.The continuous growth of air transport indicators,coupled with the incorrect management of terminal service equipment,has brought about congestion and unsmooth air transport processes.Passenger queuing is very easy to occur in check-in and security check-in and other related places.This has not only affected the normal development of transportation business to a certain extent,but also further increased the cost of airport management.At the same time,unexpected incidents caused by passengers' detention in the terminal are common,resulting in a rising service complaint rate,which seriously affects the overall improvement of air transport service standards.In the service field,the complaint rate of air transport services has been continuously increasing,with the growth rate taking the first place.When the terminal provides services to consumers,it not only needs to invest a lot of money,but also needs to give enough patience.Consumers not only waste time waiting,but also lead to personal energy consumption.Shorten queuing time,reduce the time cost of consumers,improve passenger service satisfaction,improve airport service level and control operation cost,thus enhancing airport operation efficiency and market competitiveness.After investigation,it is found that the most effective way to prevent passengers from negative perception or negative evaluation is to reduce the waiting time.In view of this,this paper attempts to optimize the queuing system in the terminal building and improve the overall service quality of the airport based on the psychology of passengers,in order to find effective solutions.This paper divides the waiting time into two dimensions,namely,the actual waiting time and the perceived waiting time.Starting from the psychological tolerance of passengers,the actual waiting time is taken as an index to improve the queuing efficiency,and the operation theory is used to try to optimize the passenger queuing system.Taking Tianjin Binhai International Airport as an example,the actual waiting time of passengers is reduced under the condition of ensuring the best operation of the airport by carrying out statistical inspection with the help of relevant information and information.At the same time,starting from the psychological perception of passengers,the four dimensions of passengers' perception of tangible environment,intangible service,communication and fairness are proposed.Combined with various psychological changes during the waiting period of passengers,the improvement strategy of airport service is proposed from four aspects of perception,so as to reduce the perceived waiting time of passengers.Through the complementary effect of the two,the waiting time of passengers is shortened,the service level of the airport is improved,the risk of various induced events is reduced,the overall service level and effectiveness of the airport are improved,the residence time of passengers is reduced,comfortable and pleasant travel is provided for the passengers,and the purpose of improving the satisfaction degree of the passengers is achieved.