A Research on Passenger Service Quality and Promotion Strategy of Shanghai Hongqiao Airport

Abstract

This study aims to analyse and improve the quality of passenger services at Shanghai Hongqiao Airport, and to explore strategies to improve the efficiency and effectiveness of airport services by comprehensively assessing passenger satisfaction with different types of airport services. The thesis is centred on a questionnaire survey of passenger service satisfaction at Shanghai Hongqiao Airport, which collected a large amount of actual user feedback. Then after the statistical analysis of the data, some problems were found, based on these findings, the thesis proposed a series of innovative improvement strategies. By continuously monitoring passenger feedback and flexibly adjusting service strategies, Shanghai Hongqiao Airport can significantly improve its service quality and brand competitiveness, increase passenger loyalty and provide them with a more enjoyable travelling experience.