Research On TaoXian Airport Passenger Service Quality Improvement

Chinese civil aviation industry from the beginning of reform and opening up under national protection and monopoly status as the center of the formation to produce "security" concept of quality, gradually transformed into safety, service and efficiency of both the concept of quality. This change in understanding, on the one hand from the changes in the business sense of reform and opening up of the environment, it also comes from the wave of worldwide quality management and competitive impact.Tao Xian airport service quality is the core of the product, due to the diversity of today's passenger mode selection, the airport must rely on high-quality services to gain competitive advantage.Based on the theory of PZB service quality evaluation to determine the reliability, tangibles, responsiveness, assurance, empathy five dimensions, combined with the particularity of air passenger transport, the further consideration of the security dimension to Guest on Taoxian airport services The actual quality of experience of perception. Then use the SERVQUAL service quality evaluation model, designed Taoxian airport passenger on the quality of service experience feedback questionnaire, drawn travelers about the quality of service perceived mainly in the worst dimensions of a type, assurance and empathy three Conclusions aspects. On this basis, analyzes the Tao Xian airport passenger service quality problems in the analysis of the causes of problems in the quality of services, in particular in the concept of service behind the enterprise, uneven quality of personnel, staff satisfaction is not high enough, and related systems perfect. Tao Xian airport for the service of the status quo, put forward the corresponding countermeasures to improve passenger satisfaction Taoxian airport service quality, specific embodiments as follows:First, a clear improvement in the quality of service objectives, to firmly establish the modern traveler satisfaction as the center service concept. Secondly, build Taoxian airport passenger service quality management system, through market segments, increase personnel management, process management, improve service quality and efficiency, provide passengers with a reasonable, convenient, safe and reliable goods and services and consumer experience; establish a sound supervision and management mechanism, found on passenger satisfaction surveys conducted regularly in the process of analyzing problems and correct the problem through self-examination, assessment and appropriate incentives, enthusiasm and initiative to improve airport services for their employees.We build Taoxian airport passenger service quality evaluation system, so Tao Xian airport to timely comply with the development trend of passenger demand, timely adjustment of passenger service work, to improve the quality of service. This paper developed Taoxian airport passenger service quality management system, can be targeted to improve passenger satisfaction for the quality of services, and thus enhance the performance and reputation of the airport image and promote faster and better development of the airport.