Civil Aviation Airport Services, Quality Management,

Services play a more important role in national economy in recent years. Civil aviation airport service is a part of services. It has close relationship with people. Therefore it is necessary for us to study quality management of civil aviation airport service systematically.This paper studies quality management of civil aviation airport service. The thesis consists of three parts mainly. The first part is theory, in which character of civil aviation airport service and service delivery are deeply studied, and two ways of building perfect civil aviation airport quality system are analyzed. In the second part, this paper gives fundamental frameworks of building civil aviation airport service quality system through two examples. In the final part, the paper studies the problem of quality management of civil aviation airport service in China, and gives the feasible and superior measures. The paper introduces new methods and puts forward some unique viewpoints through the discussion..