Study On The Strategy Of Improving Passenger Service Quality Of S Airport

The 20 th Party Congress emphasized that high-quality development is the primary task of building a modern socialist country.The Civil Aviation Administration of China(CAAC)is actively promoting the theme of "Year of Implementation of Civil Aviation Service Planning" to implement the strategic plan of the Central Government to promote high-quality development and accelerate the innovation,transformation and excellence of air transport enterprises,with a view to forming air transport enterprises with good reputation and excellent service level and effectively improving passenger Service quality.S Airport,as the only 10 million airport in province H,faces an extremely serious challenge in terms of passenger service quality improvement.In order to promote the high-quality development of civil aviation,it is of great practical significance to study passenger service quality improvement strategies at S Airport.The dissertation investigates the problems and causes of passenger service quality at S Airport from the perspectives of passengers,inspectors and passenger service personnel.Firstly,based on the perspective of passengers,the dissertation investigates the satisfaction of passengers at S Airport by using questionnaires and finds out the problems of passenger service at S Airport in terms of airport hardware and facilities and passenger service personnel.The dissertation finds that flight delays are another important factor in the low passenger service quality rating of S Airport.Based on the above two perspectives,the dissertation summarizes the problems of passenger service at S Airport and analyzes the causes of the problems,finding that one of the important factors affecting the quality of passenger service at S Airport is the willingness of passenger service personnel at S Airport to take the initiative.Based on the perspective of passenger service personnel and the theory of planned behavior,the dissertation further explores the factors influencing passenger service personnel’s willingness to take the initiative at S Airport.Through in-depth analysis,this dissertation proposes four measures to improve passenger service quality at S Airport: first,strengthen the construction of airport hardware facilities;second,improve the recruitment and training mechanism of passenger service personnel;third,establish an effective incentive and supervision mechanism;and finally,strengthen flight delay management services.