Study On JB Airport's Service Quality Management For Passengers

As it is said by FitzSimmons, service-sale and management scholar of America that:"The documents of economy, society and environment in the future depend on creative service."To be the important window and air gateway of ChongQing after it becomes municipality directly under the Central Government, JB airport is facing the increasingly intense market competition. How to improve the service quality, strengthen core competitive power and create images of the best quality have become important problems which require to be studied and solved urgently at present. Strengthening the management of service quality is an important means to improve the quality of service. And service for passengers is the primary content of service in the airport.The thesis starts with the brief introduction of JB airport's service quality management for passengers. It sets forth briefly present situation, the environment of service quality managements, historical courses of JB airport and so on. The thesis studies widely the particularity of service and challenge for management, gap model of service quality and quality evaluation, the system and ways of service quality management, the plans of human resources which are related to the plans of improvement for service quality, the plans of zero-defect and remedy for service and some other related theories. In view of the fields of airport, the thesis expresses the tactics of laying bare service shapely, management of contact service, management of lining up service and theory of service quality evaluation. And after it, by the ways and using the technologies of permutation pattern and causality pattern, the thesis analyses deeply the problems existing in five aspects for service quality management. These are: organizational leadership, human resources, supervision and inspection, passengers'evaluations and complaints. At the same time, it compares JB airport with some advanced airports at home and abroad and studies their beneficial ways and experience in service quality management, especially Changi airport of Singapore. According to the existing problems, using the modern theories of management and using the experience of other advanced airports for reference, the thesis puts forward management's plan of JB airport's service quality from the aspects of service position, objects, standard, evaluation ways ,organization, supervision guarantee system and building of service-pack. And strengthening harmonization and communication by improving the recognition of thinking; Solving the three difficult problems, raising the satisfied rate of passengers; Grasping the passengers'psychology, and improving the service for flights delay; At last, it summarizes briefly the plans of service quality management for JB airport, the effects of carrying out measures and prospects of future development.The thesis brings forth ideas in airport fields which is a special trade by using advanced theories, ways and experience of service quality management at home and abroad. Especially in view of the realities of JB airport, the thesis puts forward available plans and improvement measures of service quality management which play practicable and guidable roles in improving service quality and starting using the new terminal building of JB airport.