SZ机场旅客满意度调查与提升策略研究
发布时间：2018-10-09 21:07
【摘要】：服务是企业参与市场竞争的有效手段,也是企业管理水平的表现。消费者从机场所得到的产品就是服务,服务质量的高低直接影响着消费者的满意程度，而旅客满意程度的高低将直接影响着机场的声誉和未来的发展。SZ机场所处的地理环境，周边存在着广州白云机场和香港机场，与这两大枢纽机场相比，SZ机场处于相对劣势，如何能够在此种环境下占据市场的主动，关键的一点就是不断提升服务水平，以满足不断变化的客户需求，提升旅客满意度。 研究以SZ机场为研究对象，面对SZ机场服务质量近年来停滞不前的现状，以国际民航组织服务质量ACI测评数据为研究基础，结合SZ机场服务质量管理部门日常的检查跟踪反馈内容，并专项分析了SZ机场一年中出行旅客的高峰月度、出行旅客的年龄构成和受教育程度等数据。通过多数据结合的方式，力求尽可能客观的找出目前SZ机场服务质量存在的问题和不足之处。最后结合质量管理理论等相关管理知识，提出了硬件优化和软件提升两大方面，，包含：外场道路和配套设施的优化、候机楼内硬件设施的优化、完善服务流程标准和服务管理、强化员工服务培训、强化服务监管力度、注重旅客投诉处理、制定完备的航班大面积延误应急预案、开展各类旅客意见收集活动、强化企业文化建设九个主要项目的服务质量提升策略，希望相关服务提升策略能够为SZ机场旅客满意度的改进起到一定的参考作用，并最终能够实现SZ机场服务质量的提升。
[Abstract]:Service is an effective means for enterprises to participate in market competition, and it is also the performance of enterprise management level. The products consumers get from the airport are services. The quality of service directly affects the degree of satisfaction of consumers, while the level of satisfaction of passengers will directly affect the reputation of the airport and the geographical environment of the future development of .SZ airport. There are Guangzhou Baiyun Airport and Hong Kong Airport nearby. Compared with these two major airports, SZ Airport is at a relative disadvantage. How to take the initiative to occupy the market in such an environment, the key point is to continuously upgrade the service level. To meet the changing needs of customers, improve passenger satisfaction. The research takes SZ airport as the research object, facing the SZ airport service quality stagnating in recent years, taking the ICAO service quality ACI evaluation data as the research foundation. Combined with the daily inspection and feedback of SZ airport service quality management department, the data of peak month, age composition and education level of travel passengers in SZ airport are analyzed. Through the combination of multiple data, we try to find out as objectively as possible the existing problems and shortcomings of SZ airport service quality. Finally, combining with the theory of quality management and other related management knowledge, the paper puts forward two aspects of hardware optimization and software upgrading, including: the optimization of road and supporting facilities, the optimization of hardware facilities in terminal building, the improvement of service flow standards and service management. Strengthen staff service training, strengthen service supervision, pay attention to handling passenger complaints, formulate complete contingency plans for large area delays of flights, and carry out various kinds of passenger opinion gathering activities, In order to enhance the service quality of nine major projects of corporate culture construction, we hope that the related service promotion strategy can play a certain reference role in the improvement of passenger satisfaction of SZ airport, and finally realize the improvement of service quality of SZ airport.
【学位授予单位】：华南理工大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F274;F562.6
本文编号：2260791
[Abstract]:Service is an effective means for enterprises to participate in market competition, and it is also the performance of enterprise management level. The products consumers get from the airport are services. The quality of service directly affects the degree of satisfaction of consumers, while the level of satisfaction of passengers will directly affect the reputation of the airport and the geographical environment of the future development of .SZ airport. There are Guangzhou Baiyun Airport and Hong Kong Airport nearby. Compared with these two major airports, SZ Airport is at a relative disadvantage. How to take the initiative to occupy the market in such an environment, the key point is to continuously upgrade the service level. To meet the changing needs of customers, improve passenger satisfaction. The research takes SZ airport as the research object, facing the SZ airport service quality stagnating in recent years, taking the ICAO service quality ACI evaluation data as the research foundation. Combined with the daily inspection and feedback of SZ airport service quality management department, the data of peak month, age composition and education level of travel passengers in SZ airport are analyzed. Through the combination of multiple data, we try to find out as objectively as possible the existing problems and shortcomings of SZ airport service quality. Finally, combining with the theory of quality management and other related management knowledge, the paper puts forward two aspects of hardware optimization and software upgrading, including: the optimization of road and supporting facilities, the optimization of hardware facilities in terminal building, the improvement of service flow standards and service management. Strengthen staff service training, strengthen service supervision, pay attention to handling passenger complaints, formulate complete contingency plans for large area delays of flights, and carry out various kinds of passenger opinion gathering activities, In order to enhance the service quality of nine major projects of corporate culture construction, we hope that the related service promotion strategy can play a certain reference role in the improvement of passenger satisfaction of SZ airport, and finally realize the improvement of service quality of SZ airport.
【学位授予单位】：华南理工大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F274;F562.6
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