Research on service quality improvement strategy of Wuhan Tianhe Airport

Abstract

With the development of the times, China's national economy has experienced rapid growth. At the same time, significant progress has been made in the civil aviation industry. The number of passengers at airports across the country has repeatedly set new records. Although the pandemic in recent years has affected passenger travel, the long-term outlook remains positive. During the rapid development of domestic civil aviation enterprises, numerous flaws and issues have also emerged, primarily concerning service quality for passengers. Passengers need to complete various travel procedures such as check-in, security checks, dining, and pick-up and drop-off at airports. This entire process tests the quality of airport services and constantly impacts passengers' psychological state and satisfaction during their trips. In today's increasingly competitive airport environment, improving service quality is essential for the economic growth and long-term development of airports.Wuhan Tianhe International Airport is located on Airport Avenue in Huangpi District, Wuhan City, Hubei Province, 25 kilometers from the city center of Wuhan. It is China's first 4F-class civil international airport in central China, one of the eight major regional hub airports in China, an international regular flight airport, and a first-class open air port for aviation. In January 2019, the airport began implementing a 144-hour visa-free transit policy. As of April 2024, the civil station apron at Wuhan Tianhe International Airport has 152 aircraft positions, with the first runway measuring 3,400 meters long and 45 meters wide, and the second runway 3,600 meters long and 60 meters wide; it can meet the annual passenger throughput of 50 million, cargo and mail throughput of 440,000 tons, and 404,000 takeoffs and landings. By October 10,2024, Wuhan Tianhe International Airport had cumulatively opened 15 international routes and 24 international flights with through-travel services.This paper uses the indicators of the passenger service quality evaluation system from the "China Civil Airport Service Quality Evaluation Index System," and adopts a questionnaire survey method to investigate some passengers traveling between Wuhan Tianhe Airport in 2024. It also conducts interviews with the leadership and staff of Wuhan Tianhe Airport. Based on the survey results and interview content, using the perceived service quality model, low-scoring indicators in the questionnaire are organized. The issues identified in the passenger service quality at Wuhan Tianhe Airport include five aspects: problems with work philosophy, facilities and equipment, talent management, service management systems, and complaint handling. Subsequently, the causes of these issues are analyzed, which mainly include: first, insufficient understanding of passenger service philosophy; second, inadequate planning for hardware construction; third, incomplete channels for talent development; fourth, an underdeveloped incentive and supervision mechanism; fifth, unreasonable methods for handling flight delays.In response to the issues and causes at Wuhan Tianhe Airport, and in conjunction with the PDCA cycle model, we propose strategies for improving service quality: First, enhance the service philosophy of airport staff towards passengers; Second, improve the passenger quality management system; Third, strengthen the construction of passenger service facilities; Fourth, increase the utilization rate of airport resources; Fifth, elevate the overall service quality; Sixth, intensify the supervision of passenger service quality. Finally, to ensure the implementation of these strategies, we propose the following measures: Accelerate the implementation of smart service systems, increase investment in airport funds, optimize employee development pathways, and promote the construction of a cultural airport.