Research on the Service Quality Improvement Strategy of Anhui Xinqiao International Airport

Abstract

With the rapid development of the air transportation industry, the quality of airport services has become a core factor influencing passenger satisfaction and regional competitiveness. This paper takes Hefei Xinqiao International Airport as the research object. Based on the SERVQUAL service quality evaluation model, through questionnaires, in - depth interviews and operational data analysis, it systematically analyzes the existing problems of the airport in dimensions such as service efficiency, facility intelligence, and humanistic care. The study finds that passengers have a low satisfaction level with indicators such as check - in waiting time, the comfort of the waiting environment, and the clarity of information guidance, which exposes shortcomings such as redundant processes, lagging technological applications, and lack of service details. In response to the above problems, this paper proposes a "three - dimensional integrated" service quality improvement strategy: First, optimize the service process, introduce an AI pre – judgment and diversion system and self - service terminals to shorten the waiting time of passengers. Second, build a smart airport ecosystem, promote the full coverage of facial recognition and Internet of Things devices, and improve the accuracy of service response. Third, deepen the design of humanistic services. By planning differentiated waiting areas, building a multilingual service team, and establishing a closed - loop mechanism for passenger feedback, enhance the warmth of services. The research conclusions provide theoretical support and practical paths for the service quality upgrade of Xinqiao Airport, and also offer reference value for the efficiency optimization and brand building of similar airports.