Airport Passenger Service Quality Evaluation Study - An example of Chongqing Jiangbei Airport

Abstract

As the scale of China's air transport business grows steadily, people's income levels have risen significantly, with correspondingly higher demands on living standards. As airports are places where passengers stay for longer periods of time, passengers are increasingly concerned about their overall perception of the services provided by airports and are increasingly concerned about the level of airport services. Airport service is one of the key elements of airport operation, and its level of service is a direct reflection of the airport's management level. This paper takes the service quality of Chongqing Jiangbei Airport as an example. By studying domestic and international theoretical findings on service quality and passenger happiness, the current situation of domestic and international research is explained. Finally, corresponding improvement strategies and supporting measures are proposed. This will enable Chongqing Jiangbei Airport to attract more potential passengers by providing a better level of service quality, improve the airport's own brand image, and increase passenger satisfaction and loyalty.