| China has entered the development queue of civil aviation power,and the airport plays an important role in the development of civil aviation.With the increase of new airports around the country and the upgrading of passenger demand,public attention to airport service quality is accelerating.However,quality problems related to passenger service in airports,including unpleasant transporation experience and poor service attitude,are still common.How to continuously improve passenger service quality is a common challenge faced by airports.Located in Shanghai,Hongqiao Airport is a large hub airport in China,as well as an important part of Hongqiao Comprehensive Transportation Hub and Hongqiao International Opening-up Hub.This paper choose Shanghai Hongqiao Airport as the research object.Firstly,through literature review,it is found that passenger service is the core service content of airport service quality,and the evaluation of airport is mainly carried out by process-based attributes,such as access,security and facilities.Based on the field research method and the results of CAPSE airport passenger questionnaire survey in the fourth quarter of 2020,the passenger service status of Shanghai Hongqiao Airport is analyzed.Then,the natural language analysis module of Python programming language is used to analyze keywords,comment frequency and sentimental analysis of Shanghai Hongqiao Airport web comments based on content analysis,and problems of passenger service quality and their caused are explored with manual coding.The results show that the pasenger service quality of Shanghai Hongqiao Airport can be improved in areas of traffic,security,facilities,commerce,flight disruption handling,morning flight management and other aspects,and the negative comments evaluation of passengers pay more attention to the Outcome quality and Physical enviroment quality than to the Interational quality.Airport.Based on the above findings and with the reference to experience of domestic and foreign airport development,seven improvement strategies are proposed: include optimizing airport traffic;upgrade airport security service;detailed airport facility construction;balancing airport commerce distribution;strengthening the linkage between airports and airlines;reforming morning flight service and integrating epidemic control into airport service.This study fills the gap of passenger service quality research of Shanghai Hongqiao Airport,expands the data source of airport passenger service quality research,and provides a new analysis perspective for future research on airport service quality. |
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