Research On The Quality Improvement Of Passenger Service S Of Y Airport Co.,Ltd.

At present,our country social economy rapid development,the enterprise in the pursuit of the rapid development of economy at the same time,pay more and more attention to the quality of customer service.In this context,this study based on the customer satisfaction theory,the study of Y airport co.,LTD.,process reengineering,study USES literature research,questionnaire investigation,interview,etc.The combination of qualitative and quantitative methods.Research mainly includes five parts: the introduction,the related theoretical basis,Y airport co.,LTD.Service quality customer satisfaction evaluation,Y airport co.,LTD.,the passenger service process optimization,Y airport co.,LTD.,service quality improvement strategies,the conclusions and outlook.The first part from the research background and significance,research status at home and abroad,the research content and method three aspects described.The second part from the customer satisfaction theory and the theory of process reengineering of the two big aspects,detailed introduces the theory of customer satisfaction,service quality,the introduction of process reengineering and process reengineering of the latest research and development and other related knowledge.The third part introduces the Y airport co.,LTD.,Y airport co.,LTD.,under the condition of service work to carry out the status quo and Y airport co.,LTD.,the passenger service satisfaction survey analysis,etc.The fourth part is the Y airport co.,LTD.,discusses the service process reengineering,process reengineering plan are introduced,the main content of process reengineering,and put forward countermeasures and Suggestions to improve the quality of customer service.The fifth part is Y airport co.,LTD.,service quality improvement strategy.From optimization of passenger service quality evaluation system,perfecting the passenger service quality management and supervision system,improve overall civilization terminal service image and so on five aspects put forward relevant countermeasures and Suggestions.The sixth part is the summary of research conclusion,points out the shortage of research as well as the vision of the future.Through the airport co.,LTD.,the study of the service process reengineering,Y to Y airport co.,LTD.,to improvethe deficiency of service,improve service quality,better service to customers to provide the theory and practice guidance,thus improve Y airport co.,LTD.Service quality to customers.