New passenger experience innovations in the airport business

Abstract

As an important part of the aviation industry, airport business has become a core issue of optimizing passenger experience in the face of increasing passenger traffic. Global airports are accelerating the transformation of airport service models, and airport development is reaching a new stage of development. Passenger experience, as the core of airport service, needs to be emphasized by airport managers. Passenger evaluation of airport service quality affects passenger travel satisfaction and airport business development.

This thesis selects the passengers of Chongqing Jiangbei Airport as the research object, analyzes the passengers' evaluation of the service quality of Chongqing Jiangbei Airport, and puts forward innovative measures to optimize the passenger experience. This thesis uses the service quality gap model and SERVQUAL scale to conduct a questionnaire on the service quality of Chongqing Jiangbei Airport, analyzes the problems existing in the airport service according to the difference between expectation and perception, and proposes measures to optimize passenger experience.

This thesis expects that the research on Chongqing Jiangbei Airport can provide other airports with innovative measures that can be used as a reference to improve the competitiveness and development of airports and satisfy the needs of passengers.