Research On Service Quality Improvement Of XX Airport Management And Development Company

Over the 25 years,the trend of the civil aviation development in China has allowed the air travel to become the more and more popular choice for Chinese residents.Since the price of the airplane tickets are higher than that of other travel manner in most cases,passengers will pay more attention to the service quality of the high convenience,high comfort and high efficiency.The quality of airport service is embodied in the ticketing services of the airport ticketing company and security services in the city terminal building.With the increasingly fierce competition in the market environment such as intercity high-speed railway,the construction of regional airports,and the development of B2 C tickets by airlines,airport ticketing companies are facing the unprecedented pressure,especially at the present stage,the development of the urban terminal building in China is not mature,which has a wide development prospect.Therefore,it is necessary to establish a scientific and reasonable system of service quality evaluation,improve the service quality of the airport ticketing company,increase the passengers’ viscidity,and enhance the passengers’ loyalty to the local airports.In this paper,the model of service quality gap is taken as the theoretical foundation.According to the SERVQUAL scale and five dimensions of perceived service quality:reliability,tangibility,responsiveness,assurance and empathy,in combination with the service products associated with the actual commercial travel business of XX Airport Management and Development Co.,Ltd.,the service quality of XX Airport Economic Development Company is taken as the research focus.The evaluation system of service quality containing 27 indexes in 5 dimensions is constructed.The quality of the company’s commercial travel service is measured and the information of the perceived performance and expected degree of service quality based on passenger perception was obtained by issuing the questionnaire survey to the company’s contracted customers,visitors and passengers awaiting trains.In this paper,the principal component analysis is adopted to analyze the survey data.It proves that the system of service quality evaluation based on passenger perception in this study has certain applicability.5 principal components are extracted(namely,5 dimensions of the evaluation system).The scale of service quality evaluation for XX airport economic development company including 22 indexes is constructed.The importance of the 5 dimensions affecting quality of service is different from each other.Through the weighted calculation of the indicators,it’s found that as far as the company is concerned,the importance order of all dimensions from the large to small is: assurance,empathy,tangibility,reliability and responsiveness,respectively.It’s obtained that the variation of the perceived performance and expected performance is-0.13 after considering that it’s weighted.That is to say,the perceived performance is slightly lower than the expected performance,which shows that the service quality of XX Airport Economic Development Company does not meet the passengers’ expectation.Finally,the corresponding measures taken by company are proposed to improve the quality of services:to improve the public service environment and enhance the waiting experience;To establish the standard of the service precepted by customers,improve the service ability;To perfect the business travel service products;To optimize the management of the company’s customer relationship.Moreover,the company should guarantee the implementation of the improvement in service quality measures by establishing the system for the service quality supervision and constructing service quality culture.