Research On The Improvement Of Public Service Quality Of Civil Aviation Airport Based On Public Demand

With the continuous development of China’s civil aviation industry,civil aviation airports have become the main battlefield for civil aviation services.The public’s satisfaction with airport service quality,especially airport public service quality,is always one of the important indicators to measure the pros and cons of a civil aviation airport.The "Regulations on the Administration of Civil Airports" promulgated by the State Council clearly pointed out that civil airports are public infrastructure and have the attribute of providing public services to the public.The public service quality of civil aviation airports has always been a hot spot for airports.The quality of service not only affects the external image of the airport,but also affects the development prospects of the airport itself.As the public’s demand for the quality of aviation services is increasing,new challenges have been brought to the airport public service management services.The "Thirteenth Five-Year Plan for the Development of Civil Aviation in China" clearly pointed out that the "13th Five-Year Plan" period is a decisive period for realizing the strategic concept of a strong civil aviation nation and a key stage for comprehensively consolidating the foundation of a strong civil aviation nation.In view of the current changes in the public’s demand for airport service quality,the development status of the civil aviation transportation industry,and the current status of civil aviation airport service quality management,how does the airport respond to the public’s increasing service quality needs in the course of business development? How to effectively improve the quality of airport public services? Become the key research question of this research.Based on public needs,this paper draws on the new public service theory and service quality measurement theory model,constructs Chongqing Jiangbei Airport’s public service satisfaction measurement index based on public needs,from the "tangibility","reliability" and "response of civil aviation airport public services" The five dimensions“security” and “empathy” are specifically subdivided into airport infrastructure environment,safety,etc.,airport staff attitudes,public transportation conditions,remedial service processing,etc.to carry out questionnaire design And field research.Through the questionnaire survey,it is found that Chongqing Jiangbei Airport is currently developing rapidly,and overall public service satisfaction is relatively high,but there are still some problems.For example,the basic public facilities and services based on “tangibility” are incomplete,the service process of“reliability” is not perfect,the level of “reactive” remedial service measures needs to be improved,the “guaranteed” transportation service is not perfect,and the “reliability” is incomplete."Emotional" employees have a weak sense of public service.Combining his own work experience,conduct an in-depth analysis of the main reasons for these problems,including insufficient airport public infrastructure construction and supervision and maintenance,lack of public service awareness,and imperfect public service quality management systems.On this basis,it puts forward relevant suggestions for improving the public service quality of Chongqing Jiangbei Airport,such as enhancing public service awareness centered on public demand,establishing and improving a collaborative governance structure,improving a scientific public service quality management system,and promoting innovation in public service supply.