Research On The Improvement Of Passenger Service Quality In Zhengzhou Airport

From the point of the development of the whole civil aviation,with the increasing development of China’s economy,the continuous increase of commercial communication density in various regions,and the continuous improvement of the overall living standard of the public,more and more people to visit relatives,travel,people choose in the long-distance transportation more efficient,convenient,safe and comfortable way to travel,make traffic rising brings about the rapid development of civil aviation.The quantity of passengers overall brought development opportunities to the airport,passenger demand for the service type,service quality of ascension is also a challenge to the development of airports,zhengzhou airport can seize opportunities,meet challenges,in the fierce competition in every airport beckoning to achieve sound and rapid development is the key to improve passenger service quality.On the other hand,Zhengzhou,the city where Zhengzhou airport is located,is also experiencing rapid development of its high-speed railway.With its unique geographical position and expanding network coverage,the airport needs to continuously improve the passenger service quality and highlight its high-quality service advantages to reduce the loss of passenger flow.Furthermore,if Zhengzhou Airport can improve the service quality of passengers and take advantage of the convenient railway network of Zhengzhou high-speed railway,it will attract more people from surrounding cities to choose to travel from Zhengzhou Airport and promote the development of Zhengzhou Airport.As the external image display window of Henan Province and the name card of Zhengzhou City,the service quality of Zhengzhou Airport has a great impact on people’s first impression of Henan Province and Zhengzhou city.High-quality service quality plays a role in promoting the investment attraction and tourism development of Henan Province,which in turn promotes the prosperity and development of Henan’s economy and the improvement of henan people’s living standard.In the process of analysis,zhengzhou airport was discussed and targeted analysis was carried out through literature,questionnaire and statistical method.First,through SERVQUAL and other models,combining the specific situation of the place,the questionnaire was designed to be distributed and collected,and the passenger service quality of Zhengzhou airport was investigated.Secondly,through the analysis of the survey results,find out the problems that affect the improvement of passenger service quality in Zhengzhou airport,as well as the causes of these problems.Finally,from the overall optimization of baggage delivery service,improve the abnormal flight disposal work,optimize trade experience,establish a customer-focused service quality improvement model,improve employee satisfaction,etc in combination with their own work experience the paper proposes some Suggestions to improve the service quality,in order to promote Zhengzhou airport passenger service quality improvement and thus improve the influence and competitiveness of Zhengzhou airport.