Research On Service Quality Of Chengdu Airports Under The Background Of Two Airports In A City

Under the new era of Xi Jinping,the report of the 19 th National Congress of the Communist Party of my country clearly stated that the main contradiction in our society has been transformed into "the contradiction between the people’s ever-growing needs for a better life and unbalanced and insufficient development".With the increasing demand for aviation and the increasing range of services,it puts forward higher requirements for the people’s quality of life.Affected by the COVID-19 in 2020,the civil aviation industry as a whole is facing an unprecedented impact,which further highlights the problems of insufficient supply and low quality of civil aviation services,which are manifested in irregular flight handling,baggage transportation,airport commerce and trade,ticketing services and personalized services.With Chengdu Tianfu International Airport officially put into operation in 2021,Chengdu has become the third city in China with two airports in a city after Shanghai and Beijing.Different from other cities with two airports in a city,Chengdu innovates and puts forward a new mode of integrated operation of two airports in a city,which brings new challenges to the guarantee and improvement of airport service quality.It can be seen from the existing research at home and abroad that there are few studies on two airports in a city,especially the research on the service quality of two airports in a city is still blank.In order to meet the needs of urban development and people’s travel needs,Chongqing,Xi’an,Kunming,Guangzhou,Shenzhen and other regions are also actively planning the second airport.Therefore,the civil aviation industry urgently needs to carry out research on the airport service quality of two airports in a city,so as to further improve the management mode of two airports in a city,improve the airport service quality,and provide people with a new supply of two airports in a city with full process,diversification,personalization and high quality.Based on this,this thesis first defines and introduces the concepts and theories related to airport service under the background of two airports in a city.Secondly,SERVQUAL model theory is applied to the construction of airport service quality evaluation system,and five evaluation dimensions are determined: tangibility,reliability,responsiveness,supportability and empathy.At the same time,on the basis of traditional airport services,according to the characteristics of two airports in a city and the main contents of airport services,and combined with the challenges brought by the integrated operation of two airports in a city,Chengdu airport service quality evaluation index system is constructed under the background of two airports in a city.Secondly,using Kano model and IPA theory,a comprehensive questionnaire is designed to improve the survey efficiency,and the effective data are calculated by Kano model to obtain the demand classification of each index.At the same time,the better worth coefficient analysis is introduced to draw the corresponding satisfaction quadrant,then the attributes of each service quality element are analyzed,and the improvement priority of each index is obtained if the service quality needs to be improved.Thirdly,through the evaluation and analysis of Chengdu airport service quality under the background of two airports in a city,and the horizontal comparison of the development status and service quality of two airports in Shanghai and Beijing,this thesis finds out the problems existing in the service quality of two airports in Chengdu,analyzes the places worthy of Chengdu’s reference in the operation management of two airports in Shanghai and Beijing,and introduces the cross analysis of IPA matrix and Kano model,Then it puts forward the service quality management decision of Chengdu airport under the background of two airports in a city.Finally,according to the service quality management decision and priority,this thesis puts forward specific measures to improve the service quality of Chengdu airport under the background of two airports in a city.