Strategies For Improving Passenger Service Quality At Qingdao Liuting Airport

In recent years,the growth of the civil aviation industry and the improvement of people’s living standard make air travel more and more the preferred means of transportation for everyone.Compared with other means of transportation such as train and car,passengers have more sensitive perception and higher standard to the service quality of air travel.Among them,waiting for a flight at the airport is an important part of air travel,and the service level of the process becomes an important reference for passengers to evaluate the airport,which also determines the satisfaction of passengers to the airport to a large extent.Airport service is the key step and content of airport operation,and improving the level of airport service is of great significance for airport construction and development.Therefore,it is the key to realize the sustainable and healthy development of the airport to objectively examine the service level of the airport,evaluate the service quality of the airport,and explore the strategies to improve the passenger service quality.At the same time,this problem is a realistic problem that airport management personnel need to solve urgently.This study focuses on the passenger service quality of Qingdao Liuting Airport.On the basis of the existing theories and research,according to the analysis of the current situation,make the evaluation and put forward the strategy logic.This paper studies the problems related to the passenger service quality of Qingdao Liuting Airport,and provides reference for the further improvement and development of Qingdao Liuting Airport.Firstly,on the basis of combing the relevant theories and research of civil aviation service at home and abroad,this paper introduces the general situation of Qingdao Liuting Airport,analyzes the main service measures,and reveals the passenger service status of Qingdao Liuting Airport;secondly,based on the improved SERVQUAL model,it constructs five first-class indicators including reliability and 22 second-class indicators of Qingdao Liuting Airport Air service quality evaluation index system.Further,through the way of questionnaire,the paper investigates the passengers of Qingdao Liuting Airport and obtains relevant data to evaluate the service quality of the airport.Finally,according to the evaluation and existing problems of the civil aviation passenger service quality of Qingdao Liuting Airport,it puts forward the key measures and specific strategies to improve the service quality of the airport.