Research on the Improvement of Catering Service Quality at Airport Y

Abstract

With the rapid development of China's civil aviation industry and the continuous growth of passengers' travel demands, airports, as the core nodes of modern transportation hubs, have extended their service functions from a single transportation guarantee to a diversified and quality oriented direction. Catering services, as an important component of non-air business at airports, are not only a key link in passengers' travel experience, but also an important carrier for enhancing the economic benefits and shaping the brand image of airports. However, at present, the catering services in many domestic airports still have problems such as high prices, homogenization of categories, and insufficient service efficiency, which result in low passenger satisfaction and consumption willingness, and restrict the improvement of the comprehensive service level of airports. This article takes Airport Y as the research object to study how to optimize the quality level of catering services at Airport Y. This study divides the catering service quality of Airport Y into four dimensions: basic operation, service efficiency, environmental facilities and innovation and upgrading. Under these four dimensions, 14 influencing factors of airport catering service quality were determined, and a research system of influencing factors was constructed. The two methods, DEMATEL and ISM, were selected to study the influencing factors. Based on the research results of the influencing factors and combined with the actual situationof Airport Y, corresponding improvement suggestions are put forward.