Research On Evaluation Of Domestic Departure Passenger Service Quality At HRB Airport Based On Service Contact Theory

As an important place for transportation,airports have increasingly made significant contributions to the development of local tourism.HRB Airport is located in Harbin,a beautiful city of ice and snow tourism,and plays an important role in promoting the highquality development of tourism in Heilongjiang Province.Faced with the trend of "stable growth and sustained recovery" in the national tourism market,the demand for tourists is gradually showing a diversified trend.In order to create a high-quality aviation service environment,meet the boarding needs of a large number of passengers,and enhance the good travel experience of passengers,it is particularly crucial to improve the service quality of the airport.In order to improve the travel experience of passengers and the quality of domestic departure services at HRB Airport,this article proposes constructive strategies for improving the quality of domestic departure services at HRB Airport based on the service contact theory.First of all,the research on airport service is sorted out by consulting relevant literature at home and abroad.Based on the service contact theory,customer satisfaction theory,and combined with the SERVQUAL scale model,the overall framework and Technology roadmap for the research on domestic departure passenger service quality of HRB Airport are designed.Secondly,by using the methods of reference,expert interview,questionnaire,and analytic hierarchy process,combined with the actual situation of domestic departure passenger service of HRB Airport,the service contact system model in the service contact theory and the SERVQUAL model are combined to make an empirical analysis of the evaluation of domestic departure service quality of the airport.Once again,through interviews and research with relevant industry experts,the weights of evaluation indicators were calculated using the Analytic Hierarchy Process(AHP),and survey questionnaires were distributed to passengers who had experienced domestic departures from HRB airports.Based on the satisfaction scores of passengers,the reliability and validity of the questionnaire were tested using SPSS 26.0 software and corresponding data were collected,Identify the issues that affect the service quality of domestic departing passengers at the airport based on the importance satisfaction IPA four quadrant diagram.Finally,based on the analysis conclusions,specific measures are proposed to improve the quality of domestic departure services at HRB Airport:in terms of service tangibility,it is necessary to improve the construction of facilities and equipment for airport departure services;In terms of reliability,it is necessary to improve the consumption environment for airport catering and shopping;In terms of responsiveness,it is necessary to improve the efficiency of manual check-in and security services;In terms of guarantee,it is necessary to enhance personnel service capabilities and incentive mechanisms;In empathy,attention should be paid to special airport passengers.In terms of supportive measures for service engagement,it is necessary to promote the construction of corporate culture and create a service brand to further improve the service quality of passengers.