Research On Service Quality Improvement Strategy Of Kunming Changshui International Airport

With the continuous development of social economy and the continuous improvement of people’s material living standards,the contradiction between passengers’ expectations for air travel and the unbalanced and inadequate development of civil aviation services has become more and more prominent.In the face of the rapid growth of passenger flow and the personalized diversification of passenger travel in Kunming Airport,the difference and complexity of airport services have increased.At the same time,the airport service supply capacity has declined due to the lag of passenger entry and departure process optimization and poor internal coordination.How to comprehensively improve the level of service quality,solve the problems of poor passenger service process and reduced service experience,and meet the new needs of the people for the development of civil aviation has become the focus of Kunming Airport service work in recent years.This paper analyzes the current situation of service quality management in Kunming Airport by using the relevant theories and methods of service quality management.On the basis of the 5GAP model of service quality,this paper establishes the gap model of service quality of Kunming Airport to find out the problems of the current service quality,and then finds out the root causes of the service quality problems of Kunming Airport.According to the analysis,this paper puts forward the service quality improvement strategy from three aspects: narrowing the service quality gap,strengthening the service quality control in the whole process of PDCA,and perfecting the service quality evaluation index system of Kunming Airport.It also puts forward the safeguard measures from five aspects: organization,human resource management,service hardware facilities,intelligent application and service quality culture.It provides a feasible way for Kunming Airport to break the bottleneck,make up the service deficiency,improve the service experience and promote the innovation of service quality management.