A Study On Management Of The Service Quality In Civil Aviation Airport

As the infrastructure of civil aviation and a city, civil aviation airport is an important part of comprehensive transportation system. The quality and management of airport service play an important role in the promoting of airport benefit level and development of aviation industry. Nowadays, with the constant opening up of aviation industry and the great increase of aviation transportation, not only the competition is fierce but also higher requirements have been put forward to improve service quality in airport. Therefore, for the sake of satisfying ever-increasing demands of passengers and promoting core competitiveness of airport enterprise, it has gained extensive attention to study how to improve the level of service quality and management.With the theory and methods relating to the management of service quality, this paper expounds the related concept of airport service, its quality and management, introduces the elements and content of the management of airport service quality, emphasizes its evaluation method. Also, taking the case of BCIA(Beijing Capital International Airport), the paper takes an empirical analysis to analyze the management of service quality of BCIA, and proposes the problems and solutions on the management of service quality. Further, on the base of pointing out causes, this paper presents some strategies to improve airport service. This study can promote the civil aviation airport service quality and its level, and provide a reference for the improvement of civil aviation airport service quality in our country, in order to promote the prosperity and development of the Civil Aviation Airport industry.