Study On The Improvement Of Passenger Service Quality Of Jinan Airport

In recent years,China’s aviation industry has developed rapidly,with its own advantages of high safety and speed,more and more people choose to travel by plane.The increasing number of passengers in China,2018 airport passenger throughput of 126.4689 million,which provides a better development space for self-financing airports,but accompanied by fierce market competition.For the airport,how to improve its core competitiveness,set up a goo d business environment in the hearts of passengers,improve the service quality of the airport,to win higher satisfaction of passengers,which is a common problem for each airport in China at present.Taking Jinan Airport as an example,this paper studies its service quality improvement.First of all,this paper adopts the literature analysis method,collates the domestic and foreign related service quality research,lays the sufficient theoretical foundation for this paper research.The definition of service quality,service quality management system and the characteristics of current airport service quality are also introduced.Then,by visiting the investigation method,the main measures taken to improve the service quality of Jinan Airport are deeply un derstood,and the satisfaction of passengers with the current passenger service quality of Jinan Airport is investigated by questionnaire survey method.On this basis,it is found that service management efficiency and talents exist in service quality of Jinan Airport Lack of guarantee and insufficient construction of service quality management system.The main reason for these problems lies in the backward service concept and insufficient human resource management.On the basis of drawing lessons from the experience of domestic excellent airport passenger service quality,this paper puts forward that Jinan Airport should improve service consciousness and service concept,strengthen service management,improve the quality level of staff,strengthen the const ruction of service quality management system,pay attention to the solution of passenger concern problems,so as to realize the improvement of service quality of Jinan Airport.It is hoped that through the research of this paper,it will provide some reference value for Jinan Airport and even other airports in China in improving service quality.