Research On Passenger Service Quality Of Guiyang Longdongbao International Airport

Under the increasingly fierce competition in the civil aviation market,consumers’ awareness of self-protection is gradually increasing.Passengers have tended to pursue the dual realization of material and spiritual from the simple pursuit of material satisfaction.The quality of service is the lifeline of the airport,and all management of the airport is due to the quality of service.The quality of the services provided by the airport directly affects passenger satisfaction and loyalty to the airport.Service quality has become an important issue for the survival and development of Guiyang Longdongbao International Airport in the fierce market competition.This study selected Guiyang Longdongbao International Airport as the research object.Through literature review method,interview investigation method,questionnaire survey method,case study method and other methods,the service quality of airport passengers was evaluated,and the problems in service quality were analyzed.Insufficient attention to hardware construction leads to poor service tangibility;lack of active service awareness,resulting in reduced service reliability;insufficient service quality management efficiency,resulting in reduced service responsiveness;low overall quality of service personnel,resulting in low service assurance;The lack of service items has led to limited service empathy.Finally,to solve these problems,explore the corresponding solution strategy.The conclusion is that Guiyang Longdongbao International Airport should explore the lack of service quality from a macro perspective.At the same time,it should advocate “SEIRI”,SEITON,and sweeping according to the 10 S site management method extended on the basis of 5S site management law.SEISO),SEIKETS,SHITSUKE,SAFETY,SAVING,SPEED,SERVICE,SHIKOKU,and adapt to the problem of airport service quality in this study Select “SEIRI,SPEED,SEITON,SHITUKE,SERVICE” to improve the maintenance of hardware facilities,optimize service tangibility,establish service incentives,and enhance service reliability;Service quality management system,strengthen service responsiveness,attach importance to and strengthen quality content training,improve service guarantee;provide several kinds of personalized services,enhance service empathy and other aspects to make optimization attempts,and lay a strategic foundation for the long-term development of the airport.