TX Airport Departure Service Quality Study

In recent years,China's economy has been developing rapidly,and the improvement of national economic level has also promoted the improvement of national consumption awareness and level.In terms of travel choice,travelers pay more attention to convenience,efficiency value and comfort.The volume of aircraft transportation is increasing year by year.As a distribution center for passenger reception,the quality of service provided by the airport has attracted more and more attention from passengers.Now the airport service quality has been becoming the core of airport operation,service quality is mainly manifested in the port and airport passenger transport service quality,provide service for departure passengers can show the whole process of an airport's service quality,passengers often only through clearance can directly feel the airport service quality,only seize the port service quality level can improve the passengers to the airport service quality satisfaction,improve the loyalty of the passengers to the airport.Based on the five dimensions of SERVQUAL's service quality evaluation theory,including reliability,tangibility,responsiveness,assurance and empathy,this paper,in combination with the relevant conditions of the actual outbound transport security of TX airport,deepens the consideration of each dimension to evaluate the actual perception of passengers on the outbound service quality of TX airport.Based on the SERVQUAL service quality evaluation model,according to the actual design process and service points of TX airport clearance for TX airport clearance service quality feedback questionnaire,through the questionnaire analysis of the data values,found that passengers for TX airport clearance service quality perception of score lower dimension is tangibility,assurance and empathy these three dimensions.According to dimension feedback by practical problems are analyzed,and further analyses the causes of the problem,the problem is mainly manifested in the TX airport operational support service standard is not enough to keep pace with The Times and improve,service facilities and large gap at the airport,to the resident units and shops also lack of real-time monitoring and management,staff quality and ability is uneven and lack of staff incentives.After analyzing the problems,the corresponding solutions and methods are put forward to improve passengers' satisfaction with the service quality of TX airport.The specific solutions are as follows: first,with the continuous improvement of passengers' expectations of airport services,the airport should improve its service awareness and constantly optimize the company's operating standards,and constantly improve the airport's infrastructure,and the service facilities should be constantly refined in accordance with international standards.Secondly,we should abandon the existing recruitment system,optimize the recruitment system,balance the salary and benefits of employees,carry out regular training on the business knowledge and service awareness of employees,enhance the incentive mechanism of employees,and improve the initiative and enthusiasm of employees.Finally,we need to provide personalized services to meet the needs of different passengers,improve the security process of abnormal flights,improve the work efficiency of each link,and strengthen the management of on site unit.In this paper,according to the actual TX airport clearance service build service quality evaluation system,make the TX airport to understand the views of the passengers and the actual demand,feedback and improve services for passengers to improve passenger satisfaction,set a good brand image for the TX airport,liking increase public,help the airport can develop high quality.