Study On The Barrier-free Service Optimization Of Taiyuan Wusu International Airport

In the 1980 s and 1990 s,the service industry in developed countries in Europe and America was fiercely competitive,and service quality attracted attention.This was an important means for companies to gain advantages.With the newly-built T2 terminal of Taiyuan Wusu International Airport in 2006,the annual passenger throughput of Taiyuan Airport exceeded 5 million passengers on December 9,2010.On October 25,2017,the annual passenger throughput of Taiyuan Wusu International Airport The passenger throughput exceeded 10 million passengers for the first time.At the end of 2019,the annual passenger throughput of Taiyuan Airport experienced 14 million passengers,which greatly exceeded the design capacity of the two terminals.Moreover,with the continuous growth of passenger throughput,Taiyuan Wusu International Airport has continuously increased passenger complaints in terms of service quality and management of the entire airport,highlighting some very significant shortcomings,making it urgent to improve the airport’s service quality.Foreign research on the service quality of civil aviation started earlier.Compared with the rich research results abroad,the research on the service level of civil aviation airports by Chinese researchers is slightly lacking,and the research on the construction of the airport barrier-free environment is even more unmanned.Ask for interest.Compared with other newly-built airports,Taiyuan Wusu International Airport has a relatively poor barrier-free environment.There are two reasons for the poor environment.The article takes Taiyuan Wusu International Airport as the research object,relies on the theory of service quality and process reengineering,adopts the research method of qualitative analysis and quantitative analysis,takes Taiyuan Wusu T2 terminal as an example analysis,and uses SERVQUAL model The barrier-free service of Wusu Airport is optimized and analyzed.First,according to the questionnaire survey,it analyzed the current problems of the barrier-free environment of Taiyuan Wusu Airport.After communicating with passengers and staff,the reasons for these problems were analyzed: The service management concept of Taiyuan Airport is relatively backward;Services The management system is not perfect;the special passenger service lacks scientific theoretical guidance;the service evaluation is not systematic and comprehensive;the concept of service innovation is not strong;the barrier-free service facilities are backward.Finally,combined with the literature research done in the previous period,the analysis and analysis have made optimization suggestions for the existing problems: Increase the investment in barrier-free facilities;Improve the airport public transportation system;Systematize barrier-free signs;Improve the performance appraisal system;Vigorously promote service innovation;Establish a sound flight delay dispute resolution mechanism;Improve existing service concepts;Build a service quality culture;Improve existing barrier-free service processes.The important and difficult points and possible innovations of the article are:(1)This article divides the barrier-free environment of the airport into two aspects: barrier-free facilities and special passenger service personnel,and proposes reasonable suggestions for barrier-free facilities and service personnel;(2)Related research Less,the impact of the sudden outbreak of the epidemic makes data collection difficult;(3)Innovation based on research directions,and focusing on the future construction of new terminal buildings in Taiyuan and second-tier cities across the country.The article studies the barrier-free environment of Taiyuan Wusu International Airport,and conducts a service quality analysis questionnaire survey based on the SERVQUAL model.Then,based on the research results,proposes relevant countermeasures and suggestions for optimizing the barrier-free service quality of Taiyuan Airport.On the one hand,it is to improve the current situation.Provide reasonable suggestions for the airport barrier-free service environment,on the other hand,provide a reference for the barrier-free service environment of Taiyuan and second-tier cities nationwide.