Based On The Customer Satisfaction Of Shijiazhuang Airport Passenger Service Quality Improvement Research

With the continuous development of China economy, civil aviation industry development has entered a period of considerable development, and air transport is gradually changing from the high-end transition to the civilian. The civil aviation airport as part of air transportation is becoming indispensable, and also plays an increasingly important role in today’s social and economic development. The service quality of civil aviation airport is paid close attention to by public and airport owners day and day. It has been one of the indexes to measure whether the airport do play it’s role, as well as the important respect of competition ability of the airport. The airport has its own particularity, and the service quality improvement of civil airport is more complicated than that of other service industries. The service of a great number of airports is designed and considered according to their characters at present, and can’t embody the management idea that regards the passengers as the center of service. Since the reform of airport localization in2003, the airport has become an independent economic organization in civil aviation industry which belongs to the local government, under the management of local civil aviation administration. In the face of increasingly fierce market competition of aviation, the airport is paying more and more attention to improve the service quality to enhance the competitiveness of the route and passengers. The passenger service quality becomes a problem needed for further research of the airport group.Shijiazhuang airport, as a gateway to the outside world in Hebei Province, is in the state of passenger throughput, a substantial increase in new employees, the new terminal enabled. The maintain and enhance in passenger service quality which shapes a good image of the airport, as well as enhance the competitiveness of enterprises in the region, is classified as major issues needed to study and resolve. The service evaluation report announced by Civil Aviation Resource Net in the first two quarters of2013shows that the service quality in Shijiazhuang airport is not satisfactory, which is twenty-third in a sample of thirty-six airports in the first quarter, and twenty-two in a sample of forty-three airports in the second. Under multiple pressures, to maintain and improve the passenger service quality of Shijiazhuang airport has become the focus of this paper.By using literature analysis, this paper briefly stated the customer satisfaction and service quality theory. Based on the service quality management of Shijiazhuang airport at the present, by using the passenger satisfaction questionnaire, as well as compare passenger services of Zhengzhou airport and Tianjin Binhai International Airport, I analyzed the shortcomings of Shijiazhuang airport in passenger service quality management, which include the lack of accuracy of the passenger satisfaction survey, real problems exist without clerk in charge, inadequate service brand building, and the causes of the problem are analyzed in brief. Thus, I get the service quality improvement strategies of Shijiazhuang airport, which include the raise of service awareness, the integrity of the service quality construction and service brand building. In order to verify the feasibility of the strategy, the culture, human resources and organization safeguard measures are discussed.In addition, the questionnaire survey of Shijiazhuang airport get the deficiencies in the actual passenger service process, and initiatives aimed at improving the survey results will quickly upgrade the corresponding investigation passenger satisfaction. Hope that the results of this paper can provide Shijiazhuang airport operators, quality management personnel, first-line service personnel reference, which can assist further development of Shijiazhuang airport service quality and the expansion of the airport.The creative points of this paper is that, firstly, to build the model of service quality improvement based on customer satisfaction. Customer satisfaction is the theoretical basis of the questionnaire, also the SERVQUAL model was adopted, which gets the poor empathy and responsiveness of Shijiazhuang airport first-line service providers, offers the basis for a quality improvement strategy. Secondly, by comparing all the passengers and high frequency passengers (passengers travel more than3times in the past year), I get the critical points that need improvement and notice.