Study On NanChang ChangBei Airport’s Public Service Quality Improvement For Passengers

As the air transport of JiangXi Province,Nanchang ChangBei airport, which is the largest airport of all the six airports in Jiangxi province,is playing an irreplaceable role in the social and economic development of Nanchang city and Jiangxi province. In recent years,Changbei airport has been a tremendous development and a balloon business volume, but it exists some competition with other airports of the large cities in the brother province. Facing the market competition, how to actively draw close the development airports? The key is improvement public service quality passenger.The thesis begins with the briefing of ChangBei airport’s public management for passengers, proposes the conception that the airport service for passenger has public character,and discusses the character, summaries the existing question on passenger service of Changbei airport through analyzing large test date of airport passenger. The thesis sets forth briefly present situation, the frame of public service quality management,the management division, the management service system of Changbei airport and so on. At the same time, using PEST analyses the facing environment, superiority, inferiority of Changbei airport itself. After it,through interviewing the company of Changbei airport,airport industry,civil aviation supervision department,service target, collaboration unit,the thesis forms the review for Changbei airport’s public service quality,detailed analyses the public service improvement for passenger of Changbei airport by using PEST and SWOT analytical method.At last,using the preceding theory, it analyses the summed problem one by one,put forward management’s plan of Changbei airport’s service quality from outsanding the leadership perfecting management system, strengthening personnel training,developing prospective planning improving assessment mechanism by using the experience of other advanced airports for referenceThe thesis puts forward applied research on the environment of Changbei airport airport using credible date,according the overseas theory of public service quality,absorbing the domestic researchers achievement of air service. Especially, in view of the reality for Changbei airport, it brings forth reasonable, available and prospective improvement strategy of service quality management which play a guidable role in the long-term development of Changbei airport.