Exploring the improvement of pre boarding experience for general passengers at Chongqing Jiangbei Airport

Abstract

As an important transportation hub in Chongqing, the service quality at Chongqing Jiangbei Airport (Hereinafter referred to CQ Airport) not only affects the travel experience of passengers, but also has a profound impact on the sustainable development of the regional economy. This thesis focuses on CQ Airport and explores the importance of optimizing service quality in improving passenger satisfaction, enhancing airport operational efficiency, and promoting the development of regional aviation service industry. This thesis constructs a theoretical framework for optimizing the service quality of CQ Airport by reviewing and analysing relevant thesis both domestically and internationally. On this basis, PEST and SWOT analysis tools were used to comprehensively evaluate the external environment and internal conditions of CQ Airport, providing a scientific basis for the formulation of service strategies. And to gain a deeper understanding of passengers' real feelings towards the service quality of CQ Airport, a detailed survey questionnaire was designed, and the validity and reliability of the questionnaire were ensured through reliability and validity analysis. In response to the issues identified in the questionnaire analysis, this thesis pro-poses targeted strategies for improving service quality. These strategies aim to help CQ Airport identify and address service gaps, further enhance passenger experience, and enhance the airport's core competitiveness.