Research On Customer Service Quality Improvement Strategy Of Chengdu Shuangliu Airport

In recent years,China's economic development trend is rapid,science and technology progress,people's living standards have been greatly improved,in a variety of travel tools available for the case,air transport with its fast,comfortable,service in place and other characteristics of the increasingly popular.However,with the rapid development of China's air transport industry,with the improvement of people's requirements for service level,a large number of different voices have emerged.The situation that people often complain makes it difficult for the development of civil aviation industry.Therefore,in order to respond to the aspirations of the general public,build a perfect evaluation system of airport service quality,find out the existing problems in the airport,and comprehensively improve passenger service satisfaction,has become an urgent problem to be solved in the current major airports.As the aviation portal and important window of sichuan province and even the southwest region,chengdu shuangliu airport will improve service quality,identify the core positioning and improve brand competitiveness in the increasingly fierce market competition,which has become a major research topic at present.This paper focuses on how to improve the passenger service quality,drawing on the existing management theories and experience at home and abroad.Firstly,it analyzes the internal and external environment of shuangliu airport.PEST analysis and porter's five forces model are used for the external environment analysis,and SWORT model is used for the internal environment analysis.According to the elements and projects of SERVQUAL service quality evaluation model,a questionnaire is designed for passenger service quality experience feedback in shuangliu airport.On this basis,this paper discusses the shortcomings of shuangliu airport's passenger service quality,which are manifested in the enterprise's poor service concept,lack of employee motivation,imperfect supervision mechanism and inadequate handling of special cases.Then,it puts forward some strategies to improve the service quality of shuangliu airport from the aspects of perfecting the management system,paying attention to the talent introduction and training plan,formulating effective incentive measures and perfecting the supervision and management system.In this paper,the customer service management of shuangliu airport ispreliminarily discussed,and the problems and improvement strategies of shuangliu airport are mainly analyzed.Especially according to the actual situation of the airport,reasonable and feasible service quality improvement strategies are formulated,hoping to play a role in the future operation of the airport.