KL Airport Passenger Satisfaction Enhancement Study

Civil aviation airport,as a member of the modern service industry,is also a window unit to create and compete for the best service for the people.It also represents the national or regional economy,culture and service level to a certain extent.Therefore,to do a good job in airport service is not only the requirement of the society,but also the need of enterprise development.As an important domestic international tourism and aviation hub in China,KL airport will handle 8.73 million passengers in 2018,a record high.But at present,the service product simplification of the KL airport,serious homogeneity,due to the expectations of passengers to the airport is higher and higher,the airport to meet passengers are getting more and more difficulty growing expectations,so how to improve the airport service,improve service quality,improve service quality,the construction of the airport's service brand,become the top priority for airport development.The survey shows that at present,KL airport passenger service satisfaction is not high.To be specific,the first is the low traffic convenience to and from the airport;the second is the backward airport service facilities;the third is the low service level for abnormal flights;the fourth is the poor experience of shopping catering in the airport;the fifth is the low quality of airport service personnel.The reasons are mainly from the lack of service quality management awareness,the company's management system is not perfect,the service quality supervision and evaluation mechanism is missing,the human resources plan is unreasonable,the enterprise service brand construction is backward,the lack of coordination mechanism.In order to become a national first-class and world-renowned modern large-scale air transport service guarantee group,the group company of KL airport can improve customer satisfaction from the following aspects.First of all,high-quality service brands should be created.The creation of service brands is a change of ideas,so that the service standards formulated and implemented by airports now or in the future can support the healthy development of airport service brands.The second is to improve the passenger service quality management and supervision system,the construction of the system should be integrated with the characteristics of the civil aviation transport industry,to meet the needs of passengers oriented,but also in line with the regulatory requirements ofthe civil aviation administration.Third,improve the overall image of civilized service staff.Quality service has two basic premises,one of which is image and presentation.Image and presentation is a form that reflects the content and connotation of service.Fourth,improve the employee incentive mechanism.The human element is crucial to the success of service industries.KL airport needs to make great efforts to build the team of service management personnel,do a good job in training,and provide solid organizational guarantee and talent support for service work.Fifth,infrastructure upgrading is accelerated.The improvement of service facilities can greatly improve the service experience of passengers and relieve the working pressure of airport staff.Sixth,improve the service remedial measures to avoid the spread and upgrade of the bad effects caused by service errors.Seven is to optimize the service process,for different customer groups to provide personalized services.It's not just the airport,it's the airline,it's air traffic management,it's all on site.Therefore,it is hoped that all parties will strengthen communication and cooperation in this regard in the future and make the airport a warm haven for tourists.