基于结构方程的浦东机场航站区旅客满意度实证研究

发布时间：2018-08-27 17:45

【摘要】：本论文的目的是研究影响浦东机场航站区服务质量与旅客满意度的关键因素,针对存在的问题提出相应的措施,为提高浦东机场的ACI国际机场排名提供参考建议。本文以浦东机场航站区服务质量及旅客满意度作为研究对象,根据顾客满意度指数模型,构建了航站区服务质量-旅客满意度(QS)结构方程模型,研究了服务质量、旅客满意度、企业形象、旅客抱怨及旅客忠诚之间的关系。首先,通过对服务质量、顾客满意度等理论进行归纳,在对ACI机场数据分析基础上,经专家访谈,开发新调查问卷。其次,利用调研抽样数据,结合AMOS及SPSS对模型变量和假设路径进行检验,利用适配度对模型拟合情况加以评估。经实证分析,得到模型的潜在变量与其观察变量之间的关系,及旅客抱怨及企业形象对旅客行为的影响。最后,根据各因素影响程度,结合机场经营现状,给出提高服务质量及旅客满意度的措施建议。经分析,服务质量对企业形象及旅客满意度有正向直接影响;企业形象对旅客忠诚度有正向影响;旅客满意度对旅客抱怨有负向影响;旅客满意度对旅客忠诚度有正向影响。本研究为浦东机场航站区利用有限资源进行服务监控、为提升浦东机场服务质量及旅客满意度提供了评估方法与依据。
[Abstract]:The purpose of this paper is to study the key factors that affect the service quality and passenger satisfaction of Pudong airport terminal area, and to put forward the corresponding measures to improve the ranking of ACI International Airport of Pudong Airport. In this paper, the service quality and passenger satisfaction of Pudong airport terminal area are taken as the research object. According to the customer satisfaction index model, the (QS) structural equation model of terminal area service quality and passenger satisfaction degree is constructed, and the service quality and passenger satisfaction degree are studied. The relationship between corporate image, passenger complaints and customer loyalty. Firstly, based on the theory of service quality and customer satisfaction, a new questionnaire is developed based on the analysis of ACI airport data. Secondly, the model variables and hypothetical paths are tested with AMOS and SPSS, and the fitness degree is used to evaluate the model fitting. Based on the empirical analysis, the relationship between the potential variables of the model and its observation variables, and the influence of the passenger complaints and corporate image on the passenger behavior are obtained. Finally, according to the influence degree of various factors, combined with the present situation of airport management, the measures to improve service quality and passenger satisfaction are put forward. The analysis shows that service quality has positive and direct influence on corporate image and passenger satisfaction; corporate image has positive influence on passenger loyalty; passenger satisfaction has negative effect on passenger complaint; passenger satisfaction has positive effect on passenger loyalty. This study provides an evaluation method and basis for the service monitoring of Pudong Airport terminal using limited resources and for improving the service quality and passenger satisfaction of Pudong Airport.
【学位授予单位】：上海交通大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F562.8

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