Study On Passenger Service Quality And Countermeasures Of Changbei International Airport

From the era of service economy to the era of experience economy,service has become an indispensable competitiveness of enterprises.As a service-oriented enterprise,it is of great significance to inject services into the overall development strategy."Benchmarking the world-class,improving service quality and creating famous brands" is the goal of every airport service manager.Changbei International Airport is an important window and air transport bridge in Jiangxi airport,which plays an irreplaceable role in the social and economic development of Jiangxi.At the same time,some problems are exposed.According to the basic situation of Changbei International Airport,based on the theory of service quality and the status quo of service quality of Changbei International Airport,this paper uses literature retrieval,field research to analyze the problems,causes and Countermeasures of passenger service quality of Changbei International Airport And discuss.At the same time,combined with the analysis and comparison of the index data in the 2019 CAPSE passenger service evaluation report,this paper presents the actual problems with the data,Summarize and analyze the problem,then discuss countermeasures to improve the passenger service quality of Changbei International Airport,which provides a reference for solving the current problems.This paper is divided into six parts.The first part,the background and significance of the topic,at home and abroad;Related research achievements are summarized,and the thoughts,contents and research methods of this paper are expounded.The second part introduces the theory of civil aviation airport service quality,the particularity of civil aviation airport service and the service quality gap.The third part analyzes the status quo of service quality of Changbei international airport and refers to six first-level indicators of civil aviation passenger service evaluation(CAPSE),including airport traffic,airport security,airport services and facilities,airport trade,baggage service and abnormal flight security service.Assist Changbei international airport to analyze the service level based on passengers’ real flight experience;The fourth part analyzes the problems and causes of service quality in Changbei international airport through CAPSE assessment report data.In the fifth part,the countermeasures to improve passenger service quality management of Changbei international airport are briefly described.Data analysis shows that the service quality of Changbei International Airportmainly has the following problems: first,the leadership of passenger service quality management organization;second,the human resources of passenger service quality;third,the supervision and inspection of passenger service quality;fourth,the evaluation of passenger service quality;fifth,the evaluation of passenger service quality;the main reasons are as follows:(1)The overall service guidance concept of the industry is out of line with the actual demand;(2)the management and control effect of the current system on service quality is not good;(3)the main reason for passengers’ complaints is that the flight is abnormal;(4)the consumption environment of civil aviation and consumers themselves are not mature;(5)the macro environment of civil aviation management according to law is not ideal.Based on the above reasons,Changbei International Airport needs to provide high-quality services.From the beginning of "flawless" service concept and differentiated services,we should make a forward-looking strategic plan,and comprehensively improve service quality management in all aspects.First,we should pay attention to the details.Civil aviation practitioners should pay attention to starting from small things and see the true feelings of civil aviation in the details.When providing seamless service,a passenger must be fluent in various links such as check-in,safety inspection,waiting,boarding and so on after entering the airport waiting hall to give the passenger a feeling of being at home.The second is to treat differently,that is,to respect the needs of customers and provide personalized services for customers on the basis of standardized services.Third,they are good at communication.Civil aviation service personnel should not only pay attention to dress hygiene,but also to body language such as smile and eyes.We should also be considerate and master the skills of language communication.Through the optimization measures of passenger service quality management of Changbei International Airport,to adapt to the increasingly fierce competition environment in the civil aviation market,and finally achieve the overall quality management,build public praise,create loyal passengers,and build a new humanistic airport.