Research on Quality assessment of CKG Airport Self-Check-in Service Based on SERVQUAL Model

Abstract

With the rapid development of smart travel technology, self-service check-in services have become a core component in improving airport operational efficiency and passenger experience. Chongqing Jiangbei International Airport is a core aviation hub in central and western China, with a passenger throughput of over 45 million in 2023, ranking among the top ten in the country. Its T3 terminal serves as a benchmark for intelligent services and is equipped with multiple self-service check-in terminals. However, with an average annual growth rate of 8% in passenger volume, the contradiction between self-service efficiency and user experience is gradually becoming apparent: problems such as delayed response of equipment during peak hours and lagging updates of luggage check-in information occur frequently, directly affecting passenger satisfaction. This research takes Chongqing Jiangbei International Airport (CKG) as the research object, and based on the SERVQUAL model, constructs a service quality evaluation system that includes 5 dimensions of tangibility, reliability, responsiveness, assurance, and empathy, and 20 indicators. By comparing the Kano model with SERVPERF and other methods, the unique advantages of SERVQUAL in dynamically identifying the "expectation perception" gap are clarified. A stratified random sampling method is used to distribute questionnaires through airport partners and social media, and passengers who have used CKG self-service check-in are screened. A total of 250 questionnaires are collected, and 210 valid samples are retained after logical verification and elimination of conflicting items (effective rate of 84%). Combined with principal component analysis (PCA) and importance - Performance Analysis (IPA), The results showed that the overall satisfaction was 3.64 (on a 5-point scale), with the lowest score in the responsiveness dimension (3.54), mainly reflected in delayed response to equipment failures (C2) and delayed updates to luggage status (C4); IPA four quadrant analysis further lists "luggage check-in accuracy (B3)" and "multilingual service support (E1)" as high priority improvement items, while "service area cleanliness (A2)" and "price transparency (D3)" are current competitive advantages.

Based on the above analysis, CKG Airport should continue to strengthen the comfort and aesthetics of its service space, the ease of use of its equipment, and the transparency of its check- in prices, in order to consolidate its competitive advantage in self-service check-in services. At the same time, measures such as exploring service innovation, such as personalized check-in options, should be taken to adapt to the growing demand for personalized and diversified services from passengers, maintain its competitiveness in the aviation service market, improve passenger satisfaction, and promote the sustainable development of airport services.