Investigation And Research On The Current Situation Of D Civil Airport Public Service Satisfaction

On July 1,2009,China’s first construction management regulation in civil airport industry,“Civil Airport Management Regulation”,pointed out that civil airports are public infrastructures and are to provide public service to the public.With the continuous development of China’s transportation industry,the civil aviation industry has been developing rapidly since CAAC put forward the strategic concept of "Civil Aviation Power" in 2008.More and more passengers choose to travel by air.The public demand for airport service has been increasing,and the functions and qualities of our civil airport service need to be improved.Through the evaluation and analysis of civil airport public service satisfaction,this paper is of great significance to improve the quality and the supervision mechanism of public service.With D Civil Airport as its object of study,using different research methods such as literature research,investigation and statistical analysis,as well as Expectancy Disconfirmation model and ACSI model,by conducting satisfactory surveys and questionnaires on its public service,this paper makes in-depths analysis of the existing problems of D Civil Airport in its public service,and accordingly proposes some improvement strategies.First of all,based on the national and international literature research and related management theories and also civil aviation public service policies,it has designed the public service satisfactory questionnaire and interview outlines with civil aviation airport regulatory agency personnel and also with airport managers,and has tested the validity and reliability of its questionnaire.Secondly,this paper analyzes its satisfaction surveys in seven different aspects in terms of equipment,friendliness,convenience,environment,information,public safety and transport,and points out the problems in D Civil Airport public service in transportation,service,staff,environmental and equipment etc.,and analyzes the causes of those problems from the perspectives of government,airport and society.Thirdly,this paper puts forward countermeasures and suggestions to improve the public service of D Civil Airport such as strengthening government supervision,improving the service system and promoting social participation.