| Since the reform and opening up,China’s civil aviation industry has developed rapidly.According to the Statistics Communique on the Development of Civil Aviation Industry in 2019,China’s civil aviation transport airports completed 11.6605 million takeoffs and landings in 2019,ensuring a passenger throughput of 1.352 billion.China’s civil aviation transportation industry is facing severe challenges while it has achieved remarkable achievements.For example,in the aspect of airport service quality and management level,air passengers no longer only pay attention to the ticket price,and their requirements for the level of air service quality are also gradually improved.As a hub of air transport passengers,airports directly provide services to passengers,and the service quality of aviation airports has a direct impact on the travel experience of passengers.At present,the quality of airport service has become the core of airport operation,and the quality of airport service is mainly reflected in the quality of passenger transport service.Therefore,only by focusing on the service quality of passengers,can we improve the satisfaction of passengers to the service quality of airports,and thus enhance the loyalty of passengers to airports.As a pioneer in the domestic civil aviation industry,SZ Airport was officially opened to traffic in 1991,and it is the window of SZ city to connect with the world.Since its opening to traffic,SZ Airport has maintained a rapid growth in both passenger and cargo traffic.As of 2019,SZ Airport has transported more than 560 million passengers over the past 28 years,and its passenger throughput growth rate in 2019 ranks the 2nd among the world’s top 30 airports.Therefore,the choice of SZ Airport as a case study,has a strong typical significance.However,with the rapid development of SZ Airport,the problems of passenger service quality have been gradually exposed.The passenger service satisfaction evaluation results show that the main problems of passenger service quality of SZ airport include: first,the airport hardware service facilities configuration is not perfect;Second,the service personnel’s business ability needs to be improved;Third,the employee’s active service consciousness is not strong;Fourth,lack of differentiated services;Fifth,flight delays lead to more complaints from passengers.Investigate its reason,mainly comes from five aspects: First,the hardware service facility construction planning is not perfect;Second,service personnel recruitment and training mechanism is not sound;Third,the service incentive mechanism and supervision mechanism are not perfect;Fourth,the differentiated service awareness is not strong;Fifth,the flight delay service system is not perfect.Based on the main problems existing in passenger service quality of SZ airport and their reasons,the improvement of passenger service quality of SZ airport can be carried out from the following five aspects: First,improve the construction of airport hardware service facilities,including the improvement of parking lot hard service facilities and the construction of airport signs and signs;Secondly,to build a high-quality passenger service personnel team,including optimizing the recruitment channels of service personnel,optimizing the labor structure and strengthening the training of service personnel;Thirdly,the incentive and supervision mechanism of passenger service should be improved,and the active service consciousness of employees should be strengthened through the combination of incentive and restraint.Fourth,provide differentiated services,launch service facilities with local characteristics,and use big data technology to establish a database of passenger consumption behavior,and provide differentiated services according to customer consumption behavior preferences;Fifth,improve the service quality in case of flight delay,including improving the flight punctuality rate,improving the APP and official website experience and doing a good job in the flight delay remedy service. |
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