桃仙机场旅客服务质量改进策略研究

发布时间：2018-05-17 10:12

本文选题：机场 + 旅客服务　；参考：《东北大学》2013年硕士论文

【摘要】：中国民航运输业从改革开放初期在国家保护和垄断经营状况下形成的以生产为中心的“安全”质量观,开始逐步转变为安全、服务、效益并重的质量观。这种认识上的变化,一方面来自于改革开放的大环境下经营意识的变化,另一方面也来自于世界范围内质量管理浪潮和竞争的冲击。服务质量是桃仙机场的核心产品,由于今天的客运方式选择多样性,机场必须依赖高质量的服务来获得竞争优势。本文根据PZB服务质量评价理论确定的可靠性、有形性、响应性、保证性、移情性五个维度,结合航空旅客运输的特殊性,进一步考虑了安全性维度来评价旅客对桃仙机场服务质量的实际体验感知。运用SERVQUAL服务质量评价模型,设计了旅客关于桃仙机场服务质量体验反馈情况的调查问卷,得出旅客关于服务质量感知最差的维度主要体现在有型性、保证性和移情性三个方面的结论。在此基础上,剖析了桃仙机场旅客服务质量存在的问题,分析了服务质量存在问题的原因,具体表现在企业的服务观念落后、人员素质参差不齐、人员满意度不高以及相关制度不够完善等。针对桃仙机场的服务现状,提出了相应的对策措施来提高旅客对桃仙机场服务质量的满意度,具体实施方案如下：首先,明确服务质量改进的目标,牢固树立以旅客满意为中心的现代服务观。其次,构建桃仙机场旅客服务质量管理体系,通过细分市场、加大人员管理、流程管理,改进服务质量和效率,为旅客提供合理、方便、安全、可靠的商品服务和消费体验；建立完善的监督管理机制,在对旅客满意度进行定期调查的过程中发现问题,分析问题,并改正问题,通过自我检查、评定以及相应的奖惩措施,提高机场为员工服务的积极性和主动性。本文构建的桃仙机场旅客服务质量评价体系,使桃仙机场能够及时顺应旅客需求发展的趋势,适时调整对旅客的服务工作,改进服务质量。本文制定的桃仙机场旅客服务质量管理体系,可以有针对性的提升旅客对服务质量的满意度,进而提升机场业绩及口碑形象,促进机场更快更好地发展。
[Abstract]:Since the initial stage of reform and opening to the outside world, China's civil aviation transportation industry has gradually changed from the production-centered "safety" quality concept formed under the state protection and monopoly operation condition to the quality view of safety, service and efficiency. On the one hand, the change of cognition comes from the change of management consciousness under the environment of reform and opening up; on the other hand, it also comes from the wave of quality management and the impact of competition in the world. Service quality is the core product of Taoxian Airport. Due to the diversity of passenger transport modes today, the airport must rely on high-quality services to obtain a competitive advantage. According to the reliability, materiality, responsiveness, assurance and empathy of PZB service quality evaluation theory, this paper combines the particularity of air passenger transport. Furthermore, the security dimension is considered to evaluate the practical experience perception of the service quality of Taoxian Airport. Based on the SERVQUAL service quality evaluation model, this paper designs a questionnaire about the feedback of service quality of Taoxian Airport, and draws the conclusion that the worst dimension of passenger's perception of service quality is mainly embodied in the formality. The conclusion of guarantee and empathy. On this basis, this paper analyzes the existing problems of passenger service quality in Taoxian Airport, and analyzes the reasons for the problems, which are reflected in the backward service concept of enterprises and the uneven quality of personnel. The personnel satisfaction is not high and the related system is not perfect and so on. In view of the present service situation of Taoxian Airport, the corresponding countermeasures are put forward to improve the satisfaction of passengers to the service quality of Taoxian Airport. The specific implementation plan is as follows: first, clear the goal of service quality improvement. Firmly establish a modern view of service centered on passenger satisfaction. Secondly, construct the passenger service quality management system of Taoxian Airport, through the market segmentation, increase the personnel management, process management, improve the service quality and efficiency, provide reasonable, convenient, safe and reliable commodity service and consumption experience for passengers; Establish a perfect supervision and management mechanism, find problems in the process of regular investigation of passenger satisfaction, analyze the problems, correct them, and through self-examination, evaluation and corresponding rewards and punishments, Improve airport service for staff enthusiasm and initiative. The evaluation system of passenger service quality of Taoxian Airport is constructed in this paper, so that Taoxian Airport can adapt to the development trend of passenger demand in time, adjust the service work to passengers and improve service quality. The passenger service quality management system developed in this paper can improve the satisfaction of passengers to the service quality, and then promote the airport performance and reputation image, and promote the airport to develop faster and better.
【学位授予单位】：东北大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F562.8

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