Service Quality's Assessment And Improvement Of Terminal Buildings' Public Space

In recent two decades,with the development of world economy and the frequent associations between different areas,the civil aviation has developed at full speed.Therefore,the contradiction between rapid growth of air traffic and relative shortage of supporting resources has appeared in many hub airports both home and abroad.As one of the three busiest hub airports in China,Shanghai Pudong International Airport has two terminal buildings which's public space and equipment resources have both run up to upper limit.As a result,the airport is now facing with obvious operation pressure persistently before its extending program finish in a few years.This article began with the relation of public space and public service,elaborated the related theories of public infrastructure,and introduced public space's service guarantee discipline,zoning division and demand factors of hub-airport's terminal buildings.As a case of Shanghai Pudong International Airport,this article made an overall assessment of the service quality of terminal buildings through the method of literature research,comparison,quantitative analysis and investigation.Then it analyzed its service quality short boards,related causes and improvement strategies.According to the result.Combined with the advanced experience of world's hub-airport,it also afforded some advices on improving service quality,included the improvement of service facilities,identification system,green environment,commercial advertising and cultural environment.This article has practical significance on helping Shanghai Pudong International Airport becoming a world-class hub airport with quality leadership.It also afforded references to other large and medium sized airport in China on constructing and extending,and makes them become more reasonable,more predictable and more operable.