机场旅客服务质量提升策略研究-以白云机场为例.docVIP

PAGE PAGE 15 机场旅客服务质量提升策略研究 -以白云机场为例 摘 要 随着我国市场经济快速发展，各行各业由高速发展时期转变为高质量发展时期。作为服务业的航空运输行业，对质量的要求也越发严格。民用航空作为航空运输的载体，也面临着越来越激烈的市场竞争。当前是服务经济的时代，服务质量的好坏不仅直接关系到机场的品牌形象、旅客的选择，同时也关系到机场的收益以及公众的印象。广州白云国际机场作为我国三大航空港之一，是国家重点扶持的项目，白云机场的发展直接影响到珠江三角洲地区的国际知名度和区域竞争力。本文通过介绍白云机场旅客服务现状，论述机场发展的内部和外部环境，从白云机场的基础设施建设以及服务效率、服务环境和服务人员等方面出发，以顾客满意度理论和机场服务质量理论为基础，结合民航服务测评报告综合分析及自身实践考察，从服务效率、服务环境和服务人员等方面找出当前白云机场旅客服务存在的问题及背后的原因，提出切实可行的提高服务质量的方案，从而掌握旅客服务的内涵和获得机场旅客服务质量的提升策略，为我国大型机场旅客服务的提升提供一定参考价值。 关键词：机场 旅客服务 质量提升 白云机场 Research on the Improvement Strategy of Airport Passenger Service Quality: A Case Study of Baiyun Airport ABSTRACT With the rapid development of Chinas market economy, various industries have changed from a period of rapid development to a period of high-quality development. As the air transport industry of the service industry, the quality requirements have become stricter. As a carrier of air transportation, civil aviation is also increasingly facing increasingly fierce market competition. Now is the era of service economy. The quality of service is not only directly related to the brand image of the airport and the choice of passengers, but also to the revenue of the airport and the publics impression. Guangzhou Baiyun International Airport, as one of Chinas three major air ports, is a nationally supported project. The development of Baiyun Airport directly affects the international popularity and regional competitiveness of the Pearl River Delta region. This article introduces the current situation of passenger service at Baiyun Airport, discusses the internal and external environment of airport development, and based on the theory of competitive advantage and service marketing, based on customer satisfaction theory and airport service quality theory, it focuses on service efficiency, service environment, and service personnel. In this respect, the current problems and reasons behind passenger services at Baiyun Airport are identified, and practical solutions to improve