Research On The Improvement Strategy Of Passenger Service Quality At C Airport Integrating Kano Model And IPA Analysis

With the development of the economy and the improvement of people’s lives,civil aviation travel has become one of the main modes of transportation for the public.People’s demands for the level of service,comfort,convenience,and intelligence of civil aviation travel are increasing day by day,and the demand for civil aviation services is also increasing.At the same time,the service quality of the civil aviation industry often receives attention and criticism from the public,especially in the areas of flight punctuality,timely information disclosure,and travel service quality.Improving the quality of civil aviation services has become a contemporary issue for civil aviation personnel to respond to passenger demands,serve the national strategy for building a strong civil aviation industry,and promote the high-quality development of the civil aviation industry.As the main carrier of civil aviation services,airports must accelerate service reforms,expand service areas,innovate service methods,and improve service quality and operational efficiency.C City is located in the geometric center of the Yangtze River Delta,with unique transportation advantages and a developed public transportation network.The civil aviation industry is highly developed but also faces fierce competition both internally and externally.C Airport has both unique location advantages and faces fierce regional competition,so improving the passenger service quality of C Airport is crucial.This article first reviews the relevant theories and developments of service quality,customer satisfaction,and the Kano model.Then,with the passenger service as the focus and based on the "four-type airport" construction guide,the article systematically analyzes the service status and existing problems of C Airport based on theories such as service quality and customer satisfaction.Combining the current problems of C Airport,the article integrates the Kano model and IPA analysis methods to explore the process of improving the quality of passenger service at C Airport,completing the three sub-processes of obtaining service quality elements,classifying service quality elements,and determining service quality element priorities.The article takes C Airport as an example and conducts a questionnaire survey on 800 passengers at C Airport,analyzing and studying the weights of people’s demands for airport services and the composition of airport service quality to verify the feasibility and effectiveness of the process of improving the quality of passenger service at C Airport.Finally,the article proposes measures and suggestions to improve the quality of passenger service at C Airport from five aspects: infrastructure,standard system,service products,service platform,and talent team.This research meets the needs of the public for quality,diversity,and differentiation of air travel,and has strong practical guidance for effectively improving airport service quality,enhancing airport competitiveness,and promoting high-quality airport services and high-quality development.