Research On The Evaluation Of Passenger Satisfaction In Small And Medium-sized Airports

Since the reform and opening up,China’s civil aviation industry has developed rapidly,and passengers’ requirements for air service quality are getting higher and higher.Therefore,how to improve airport service quality and enhance passenger satisfaction are the issues that airports need to pay attention to.As an important part of China’s air transport services,small and medium-sized airports need to improve service quality and passenger satisfaction to maintain their market competitiveness.Based on the small and medium-sized airport passenger satisfaction as the research object,based on the analysis of domestic small and medium-sized airport development and services on the basis of the status quo,in constructing the expectancy disparity model of passenger satisfaction and expectations of passenger service and practical value to study the differences between the perception,based on the quantitative evaluation of formation for the small and medium-sized airport passenger satisfaction.The main research work of this paper is as follows:(1)Sorting out the theories related to passenger satisfaction.This paper sorts out the domestic and foreign research literature on airport passenger satisfaction,and summarizes the development status,service process and passenger composition of small and medium-sized airports in China.In addition,this paper also compares the advantages and disadvantages of domestic and foreign passenger service satisfaction evaluation models,which lays a theoretical foundation for the subsequent research work.(2)The design of passenger satisfaction evaluation index system and questionnaire.The index selection of passenger satisfaction evaluation and the content of the questionnaire are designed,the number of questionnaires is determined,and the expected difference model is selected,which lays a foundation for the empirical research on passenger satisfaction.(3)An empirical study on passenger satisfaction in Mianyang Airport.On the questionnaire survey data obtained from the questionnaire analysis,using principal component analysis to extract the public factors,using factor analysis method,the objective value assignment method to determine the weights of evaluation indexes,and calculate each index satisfaction value,then the expected degree and satisfaction degree of each index variance analysis,finally the ascension of Mianyang airport passenger satisfaction measures are put forward.