机场旅客服务质量提升策略研究-以白云机场为例

北京理工大学珠海学院2020届本科生毕业论文Research on the Improvement Strategy of Airport PassengerService Quality:A Case Study of Baiyun AirportABSTRACTWith the rapid development of China's market economy,various industries havechanged 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 havebecome stricter.As a carrier of air transportation,civil aviation is also increasinglyfacing increasingly fierce market competition.Now is the era of service economy.Thequality of service is not only directly related to the brand image of the airport and thechoice of passengers,but also to the revenue of the airport and the public's impression.Guangzhou Baiyun International Airport,as one of China's three major air ports,is anationally supported project.The development of Baiyun Airport directly affects theinternational 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 onthe theory of competitive advantage and service marketing,based on customersatisfaction theory and airport service quality theory,it focuses on service efficiency,service environment,and service personnel.In this respect,the current problems andreasons behind passenger services at Baiyun Airport are identified,and practicalsolutions to improve service quality are proposed,so as to grasp the connotation ofpassenger services and the strategies for improving the quality of airport passengerservices,with a view to serving passengers at large airports in China The promotionprovides a certain reference value.Keywords:Airport Passenger Service Q uality ImprovementBaiyun Airport