Research On The Strategy Of Optimizing Public Service Supply Of Shanghai Airport Group

With the improvement of people’s living standards,the public has higher requirements for public transport service experience.For civil aviation group,in addition to solving the problem of people’s travel,it also needs to improve the service quality.In recent years,China’s major airports have realized that the service quality plays an important role in improving the efficiency of the airport group.At the same time,with the promulgation of the civil airport management regulations,the State Council further clarified the social public welfare of the airport group,which also makes the airport group return to the public welfare of state-owned enterprises.Therefore,in recent years,according to the relevant requirements of the state,major airport groups have actively adjusted their service methods and attached importance to the public welfare attributes of enterprises.In order to deeply understand the public service supply situation of Shanghai airport group,this study mainly adopts the methods of literature review,comparative analysis,interview and questionnaire survey.Through the questionnaire survey of 500 passengers,the paper analyzes the public service supply situation of Shanghai airport group from the aspects of airport infrastructure and waiting service,check-in process,security inspection service,passenger service,passenger service and so on This paper analyzes the passenger satisfaction of public service of Shanghai airport group from the aspects of delay service and arrival service,discusses the dilemma of public service provided by Shanghai airport group and analyzes its causes,and then draws lessons from the successful experience of public service supply of Paris Charles de Gaulle Airport and Tokyo International Airport of Japan,This paper puts forward the optimization supply strategy of public service of Shanghai airport group.The results show that:(1)public welfare state-owned enterprises not only need to achieve their own economic development,but also need to provide high-quality public services for the society.As a public welfare state-owned enterprise,Shanghai airport group should create high-quality public services for passengers and shoulder the responsibility of public welfare state-owned enterprises(2)There are still many problems in the public service supply of Shanghai airport group,which are manifested in the following aspects:weak willingness of public service,service quality management system,staff service consciousness,lack of perfect social supervision mechanism and mature coordination mechanism of resident units(3)The main reasons for the above-mentioned problems in the public service supply of Shanghai airport group are as follows: the positioning and understanding of public service of Shanghai airport group is not clear enough,the innovation of enterprise management is insufficient(lack of service awareness,imperfect coordination mechanism,etc.),and the lack of supervision on public welfare state-owned enterprises(4)The successful experience of public service supply of Paris Charles de Gaulle Airport in France and Tokyo International Airport in Japan is mainly reflected in the construction of hierarchical passenger service system,perfect public transport system and the introduction of public supervision and evaluation(5)The public service supply optimization strategy of Shanghai airport group needs to be carried out from the government and the airport itself,so as to comprehensively improve the public service ability and service quality of Shanghai airport group.The optimization strategies at the government level include: increasing public transport investment,establishing and improving the land side transport system;Establish perfect supervision and service evaluation mechanism,etc;The optimization strategies at the airport level include: increasing investment in public infrastructure;Establish perfect service system;The resident units should establish an effective cooperation mechanism.