Research On Improving The Quality Of Departure Services For G Airport Passenger

Passenger departure service is an important part of air transportation and airport service.Passengers’ experience of airport departure service can be regarded as their perception of the overall service items and service quality level of the airport.In this paper,passenger departure service quality of G airport is selected as the research object.Firstly,an evaluation model of passenger departure service quality of G airport is constructed based on SERVQUAL model and related management methods of civil transport airport service quality.Secondly,through the chromatography analysis,fuzzy comprehensive evaluation method and material-performance method,the departure service quality of G airport is evaluated,and the overall satisfaction of passengers’ departure service of G airport is comprehensively analyzed.The research results of this paper show that G airport service project can be divided into three levels according to the level of service quality.First it is the advantage service project,including airport traffic,terminal equipment and facilities,basic inquiry,check-in,security inspection and special services,etc.The second is the service items that need to be paid attention to,including efficient security inspection services,terminal logo setting,etc.;The third is the service items that need to be improved in time,including the disposal of flight delay,the price of shopping and catering,and the sincere service of airport staff.Finally,corresponding promotion strategies are proposed for the problems existing in different levels of service projects to improve the quality of passenger departure service in G Airport.The promotion strategies include the following items: firstly,improve the professional quality of personnel by improving recruitment and training mechanism and optimizing employee incentive mechanism;The second is to improve the internal control system and procedures from the aspects of dynamically improving the evaluation standard of airport passenger service quality,improving the guarantee process of abnormal flights and improving the airport passenger service quality supervision system.The third is to optimize the setting of guide signs,strengthen the application of new technology,and strengthen the management of airport shops to improve the infrastructure construction;The fourth is to do a good job in passenger type segmentation and service process reengineering to strengthen differentiated passenger services.