"Customer Satisfaction" Oriented Airport Service Quality Evaluation System

With the development of the national economy and people’s living standard, more and morepeople choose comfortable and fast air transport. However, in the rapid development of China’saviation industry, aviation services complaints also increase, which hindering the pace of thedevelopment of civil aviation. Therefore, establishing the airport service quality evaluation system hasbecome the main premise to know the true level of service quality and enhance the aviation passengersatisfaction, though it’s difficult.Began with analyzing the correlation theory of service quality and customer satisfaction,"customer satisfaction" oriented airport service quality evaluation system different from the existingtheoretical models was established based on SERVQUAL model and the European customersatisfaction index model. Secondly, the airport service process and characteristics were analyzed toestablish the evaluation index system of airport service quality, referring to the five dimensions of theSERVQUAL model, containing tangibles, reliability, assurance, responsiveness and empathy. Then,partial least squares method was chose to analyze structural equation model after comparing methods,which is more suitable for small sample study and partial distribution data. Next, with the empiricalanalysis aiming at Nanjing Lukou International Airport, it was proved that "customer satisfaction"oriented airport service quality evaluation system was scientific and reasonable through theexploratory research, modifying the index system, the formal questionnaire survey, reliability andvalidity analysis. Considering the path coefficient diagram of airport service quality evaluation modeland the customer satisfaction index, the weak links of airport service quality were figure out and thefollowing conclusions were drawn: to improve service quality and customer satisfaction of this airport,great efforts should be made on the corporate image and tourists perception, with particular emphasison passenger responsiveness and empathy feelings. Finally, strategies to improve the service qualityof Nanjing Lukou International Airport sustainability were developed combined with the ISO9000quality management methods.