SY Airport Logistics Service Quality Optimization Study

Abstract

As we all know, our China's science and technology is constantly developing,and our quality of life has gradually improved, and taking a plane has become a means of transportation for most people. So in order to let every passenger enjoy a good flight experience. The airport should also make some adjustments to fulfill passengers’wants. With socio-economic and lifestyles of people entering a new platform, the role of aviation logistics is becoming more and more prominent. Therefore, only by changing the operation mode and idea of aviation logistics as soon as possible and improving the quality of airport-related services can aviation logistics give full play to its fast, convenient and efficient advantages. The theoretical framework of this paper focuses on service quality theory,service quality gap model,and some other related research methods and theories. This thesis analyzes the passenger transport service of SY airport, analyzes the internal and external environment through SWOT and PEST, and then uses the SERVQUAL model to create six dimensions and make questionnaires. Through data analysis, the passenger logistics service quality problems existing in SY airport under each dimension are obtained. The survey results show that the service quality problems of SY airport mainly focus on the three dimensions of responsiveness, reliability and empathy.For the problems of the airport, corresponding and solution measures are also proposed, which are : to realize the CS-centered business philosophy ; create loyal passengers and create an airport service brand ; eliminate the obstacles to provide quality services.This will improve the service quality of the airport to a certain extent and achieve the goal of optimizing the airport's passenger service system.