| In the 1980s,the service field began to advocate service quality.Service work makes consumers’ perceived quality meet their psychological expectations,so they can win consumers’ recognition and satisfaction.Many enterprises have also built quality management systems to comprehensively evaluate the quality of products and services around the needs and satisfaction of consumers,find out the shortcomings and realize continuous self optimization and development.Airport service,as an important product provided by airport enterprises to passengers,is the most direct contact for passengers to perceive the airport corporate image.Airport enterprises provide customers with better services,which will greatly increase the passenger flow of the airport.At the same time,airport services are indivisible,intangible,perishable and variable.These four characteristics make it impossible for the airport to control the quality of service products.In the process of service generation,it is direct contact between people.There are too many communication variables between people and there are too many possibilities of variation.The whole service quality is difficult to control and is prone to various problems.In recent years,the aviation industry in Ningxia has developed rapidly.With the advantages of high safety and fast speed,more and more people choose to travel by plane,and the number of passengers is increasing day by day.In 2019,Yinchuan airport will handle 10 million passengers and officially enter the ranks of medium-sized airports.With the construction and operation of T3 terminal and Yinchuan International Airport,the scale of Yinchuan airport has been expanding and the infrastructure has been improved.It has developed into a comprehensive transportation hub.At the same time,Yinchuan airport is currently facing a new environment of social development.How to improve its own service and quality,win the recognition and satisfaction of passengers and realize the improvement of its overall competitive advantage has become a problem that the airport must consider at present.Especially today,with the rapid development of high-speed railway,the speed has increased significantly,which makes the aviation industry face great competition.In the new era,passengers travel in more diverse ways and have a wider range of choices,which has triggered the adjustment of the transportation structure of the whole society,and the proportion of various means of transportation is also constantly adjusted.In particular,the acceleration of trains and the development of high-speed railways have a significant impact on short-term aviation,weakening the transportation capacity of civil aviation to a certain extent and diverting customers of civil aviation.Yinchuan airport currently faces significant challenges.Only by continuously improving its service quality,winning customers’ recognition and improving customers’ loyalty to the airport can it obtain competitive advantage and realize its own effective development.The author believes that studying airport passenger satisfaction and improving airport service quality not only has theoretical value,but also has strong practical significance.This paper selects Yinchuan Hedong International Airport as the research object,uses a variety of research methods and tools to deeply analyze the related problems of public service satisfaction of the airport,obtains a large amount of data and information through questionnaire survey,can analyze the problems existing in this service of the airport,and then puts forward specific countermeasures in combination with the actual situation of the airport.Firstly,it comprehensively combs and summarizes the domestic and foreign paper materials related to civil aviation public services,and defines the relevant policies in this regard.Then,combined with the research focus of this paper and the satisfaction needs of airport public services,it designs the questionnaire and interview outline.The objects of investigation are the internal managers of the airport.After the questionnaire is generated,it is tested for validity and reliability.After passing the test,An investigation was carried out in this regard.Secondly,a survey was conducted in seven aspects,including equipment completeness,environmental cleanliness and so on.According to the results of the questionnaire survey,the problems existing in the public service of the airport were analyzed.The problems were mainly reflected in the aspects of transportation,environment,service and personnel quality.Combined with the questions,the reasons were discussed.Finally,according to the actual situation of the public service of the airport,this paper puts forward specific improvement and promotion countermeasures,including strengthening supervision,encouraging social participation,improving the service system,etc.The purpose is to improve the public service level of the airport,better provide services for social members,win the satisfaction of passengers,and promote the benign development of the airport. |
