Research on Airport Customer Service Quality Improvement Strategy of AY Company
Sun, Yanlin (2023)
Sun, Yanlin
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023060722516
https://urn.fi/URN:NBN:fi:amk-2023060722516
Tiivistelmä
Abstract: In recent years, our economic development trend is rapid, science and technology progress, the living standards of the people have a great improvement, in the case of a variety of travel tools to choose, air transport with its quick and comfortable services in place, such as characteristics are increasingly gaining people's favor However, with the rapid development of our air transport industry, along with the improvement of people's requirements for service level, there are a lot of different voices, people often complain the situation makes the civil aviation industry before the development of difficulties This paper focuses on how to improve the quality of passenger service. Drawing on the existing management theories and experiences at home and abroad, this paper firstly analyzes the internal and external environment of AY Airport. PESTanalysis and Porter's Five Forces model are used for the external environment analysis, and SWOT model is used for the internal environment analysis. Based on the SERVQUAL service quality evaluation model, a questionnaire was designed to provide feedback on the passenger service quality experience of AY Airport. On this basis, deficiencies in the passenger service quality of AY Airport were discussed, including poor service concept of the enterprise, lack of employee incentives, imperfect supervision mechanism and ineffective handling of special cases Pay attention to talent introduction and training plan, formulate effective incentive measures, improve the supervision and management system, and put forward strategies to improve the service quality of AY airport