Study on service quality improvement strategy of Chongqing Jiangbei International Airport
Yang, YiTian (2025)
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202505058994
https://urn.fi/URN:NBN:fi:amk-202505058994
Tiivistelmä
With the rapid development of the global air transport industry, the airport is the primary contact point for passengers, and its service quality has increasingly become an important symbol to measure the regional comprehensive traffic level and city image. As an important aviation hub in southwest China, the service level of Chongqing Jiangbei International Airport is not only related to passenger satisfaction and travel experience, but also directly affects the operating efficiency and brand competitiveness of the airport. In order to deeply understand the status quo of the airport's service quality and propose an optimization path, this paper designed and implemented a structured questionnaire survey based on the SERVQUAL service quality evaluation model, focusing on five dimensions: tangibility, reliability, responsiveness, assurance and empathy.
Through the statistical analysis of valid sample data, it is found that: Chongqing Jiangbei Airport performs well in facilities, flight information transmission, check-in and baggage services, and passengers' satisfaction is high; However, there are still some gaps in flight delay response, service personnel initiative, information feedback efficiency and special passenger care. Based on passenger suggestions and model evaluation results, this paper puts forward specific improvement suggestions from improving the information response mechanism, strengthening the training of service personnel, optimizing the layout of waiting space, and perfecting personalized service facilities, so as to narrow the service gap between passengers' expectation and actual experience.
This study not only provides an empirical reference for airport service quality management, but also validates the applicability and practical value of SERVQUAL model in civil aviation service scenarios, which has positive significance for improving the service level of Chongqing Jiangbei International Airport, enhancing passenger satisfaction and core competitiveness of the airport.
Through the statistical analysis of valid sample data, it is found that: Chongqing Jiangbei Airport performs well in facilities, flight information transmission, check-in and baggage services, and passengers' satisfaction is high; However, there are still some gaps in flight delay response, service personnel initiative, information feedback efficiency and special passenger care. Based on passenger suggestions and model evaluation results, this paper puts forward specific improvement suggestions from improving the information response mechanism, strengthening the training of service personnel, optimizing the layout of waiting space, and perfecting personalized service facilities, so as to narrow the service gap between passengers' expectation and actual experience.
This study not only provides an empirical reference for airport service quality management, but also validates the applicability and practical value of SERVQUAL model in civil aviation service scenarios, which has positive significance for improving the service level of Chongqing Jiangbei International Airport, enhancing passenger satisfaction and core competitiveness of the airport.