Research On The Improvement Of Airport VIP Service Management

In recent years,with the rapid development of China’s economy,the gradual transformation of social forms and the continuous improvement of people’s living standards,the civil aviation industry in China has ushered in a period of rapid development and strategic opportunities,which puts forward more requirements on the service level of the civil aviation industry.In the civil aviation service industry,there is such a special group--airport VIP passengers.These passengers are distinguished,well-informed and detached,and have higher standards and demands for service.In the face of the increasing number of VIP passenger groups in airports,the VIP service industry in airports is also gradually moving towards the trend of scale,standardization and brand development and path selection.Good passenger service is the foundation of survival,development and benefit of airport VIP company.Greater efforts should be made in process improvement,system optimization,service innovation and management mode.While striving to improve work efficiency and service level,the company should further enhance the sense of gain and satisfaction of passengers,and further enhance the company’s soft power and reputation.So as to build the airport VIP service quality brand image,promote the sustainable,healthy and high-quality development of the company.In this thesis,SERVQUAL model is used to identify and analyze the five aspects of the airport VIP service,namely,tangibility,reliability,response speed,assurance and empathy.Problems existing in the VIP service of C airport are found out through questionnaires,and the fishbone diagram is used to analyze the causes and improve the service item by item.Six Sigma management and business process reorganization are introduced to improve VIP service at C airport,optimize organizational structure,improve service process,standardize service standards,and enhance service supervision,so as to comprehensively improve passenger satisfaction.The first chapter is the introduction,which introduces the writing background,significance and purpose of this paper,and determines the research content and methods of this paper.The second chapter is related theory,expounds related theoretical knowledge;The third chapter analyzes the status quo and problems of VIP service management at C airport,expounds the status quo of VIP service management at C airport,finds out the main problems of VIP service at C airport through questionnaires and analyzes the causes.The fourth chapter is C.This chapter uses SERVQUAL model,Six Sigma theory,Peak-end law,BPR and other means to develop the improvement plan of airport VIP service management.Chapter V Safeguards for the VIP service management improvement plan of C Airport,ensuring the effective implementation and improvement of the VIP service of C airport through organizational support,technical support and incentive support,and evaluating the effectiveness of the service improvement plan;The sixth chapter,conclusion and prospect,puts forward the thesis and probes into their weak points,the summarized service management improvement scheme has certain reference significance for airport VIP service industry.