Strategies for Improving Passenger Service Quality at Changsha Huanghua International Airport
Deng, RuYue (2025)
2025
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202505028575
https://urn.fi/URN:NBN:fi:amk-202505028575
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With the rapid development of modern economy, people's living standards are constantly undergoing tremendous changes. In order to meet the diverse service experiences of passengers choosing air transportation and better stimulate the consumption vitality of the air transportation market, in line with the Civil Aviation Administration's "Civil Aviation Service Quality and Efficiency Improvement Year" in 2024, we aim to accelerate the competitiveness of air transportation enterprises and face more pressures and challenges in the future. As the main aviation hub in Changsha, Changsha HuangHua International Airport (Abbreviated as Changsha HH Airport in the text)needs to improve its service quality in the increasingly fierce market competition. How to improve service quality is a meaningful research direction.
This article adopts methods such as literature analysis, questionnaire survey, SWOT analysis, PEST analysis, etc., selects HH Airport as the research object, conducts a survey questionnaireon passenger service satisfaction at HH Airport, studies and analyzes the data, explores the existing problems, and provides improvement suggestions for the future T3 terminal. Firstly, the author analyzed domestic and foreign literature, combined with relevant civil aviation policies in China, and then analyzed the internal and external environment of Changsha HH Airport. The external environment analysis will use PEST analysis method, and the internal environment analysis will use SWOT analysis method; Based on the SERVQUAL service quality theory, a satisfaction survey questionnaire on the service quality of Changsha HH Airport was designed, and data was collected from the population who had visited HH Airport.
By analyzing the survey questionnaire, the problems currently existing in the airport's service process, facilities and equipment, personnel services, etc. were identified. This article proposes a strategy to accelerate infrastructure upgrades, prioritize the construction of T3 terminal and comprehensive transportation center, and simultaneously optimize the layout of existing facilities. It is hoped that this will have an effective impact on airport operations in the future.
This article adopts methods such as literature analysis, questionnaire survey, SWOT analysis, PEST analysis, etc., selects HH Airport as the research object, conducts a survey questionnaireon passenger service satisfaction at HH Airport, studies and analyzes the data, explores the existing problems, and provides improvement suggestions for the future T3 terminal. Firstly, the author analyzed domestic and foreign literature, combined with relevant civil aviation policies in China, and then analyzed the internal and external environment of Changsha HH Airport. The external environment analysis will use PEST analysis method, and the internal environment analysis will use SWOT analysis method; Based on the SERVQUAL service quality theory, a satisfaction survey questionnaire on the service quality of Changsha HH Airport was designed, and data was collected from the population who had visited HH Airport.
By analyzing the survey questionnaire, the problems currently existing in the airport's service process, facilities and equipment, personnel services, etc. were identified. This article proposes a strategy to accelerate infrastructure upgrades, prioritize the construction of T3 terminal and comprehensive transportation center, and simultaneously optimize the layout of existing facilities. It is hoped that this will have an effective impact on airport operations in the future.