本文選題：機(jī)場 + 旅客服務(wù)　； 參考：《東北大學(xué)》2013年碩士論文

【摘要】：中國民航運(yùn)輸業(yè)從改革開放初期在國家保護(hù)和壟斷經(jīng)營狀況下形成的以生產(chǎn)為中心的“安全”質(zhì)量觀,開始逐步轉(zhuǎn)變?yōu)榘踩�、服�?wù)、效益并重的質(zhì)量觀。這種認(rèn)識上的變化,一方面來自于改革開放的大環(huán)境下經(jīng)營意識的變化,另一方面也來自于世界范圍內(nèi)質(zhì)量管理浪潮和競爭的沖擊。服務(wù)質(zhì)量是桃仙機(jī)場的核心產(chǎn)品,由于今天的客運(yùn)方式選擇多樣性,機(jī)場必須依賴高質(zhì)量的服務(wù)來獲得競爭優(yōu)勢。本文根據(jù)PZB服務(wù)質(zhì)量評價(jià)理論確定的可靠性、有形性、響應(yīng)性、保證性、移情性五個(gè)維度,結(jié)合航空旅客運(yùn)輸?shù)奶厥庑?進(jìn)一步考慮了安全性維度來評價(jià)旅客對桃仙機(jī)場服務(wù)質(zhì)量的實(shí)際體驗(yàn)感知。運(yùn)用SERVQUAL服務(wù)質(zhì)量評價(jià)模型,設(shè)計(jì)了旅客關(guān)于桃仙機(jī)場服務(wù)質(zhì)量體驗(yàn)反饋情況的調(diào)查問卷,得出旅客關(guān)于服務(wù)質(zhì)量感知最差的維度主要體現(xiàn)在有型性、保證性和移情性三個(gè)方面的結(jié)論。在此基礎(chǔ)上,剖析了桃仙機(jī)場旅客服務(wù)質(zhì)量存在的問題,分析了服務(wù)質(zhì)量存在問題的原因,具體表現(xiàn)在企業(yè)的服務(wù)觀念落后、人員素質(zhì)參差不齊、人員滿意度不高以及相關(guān)制度不夠完善等。針對桃仙機(jī)場的服務(wù)現(xiàn)狀,提出了相應(yīng)的對策措施來提高旅客對桃仙機(jī)場服務(wù)質(zhì)量的滿意度,具體實(shí)施方案如下：首先,明確服務(wù)質(zhì)量改進(jìn)的目標(biāo),牢固樹立以旅客滿意為中心的現(xiàn)代服務(wù)觀。其次,構(gòu)建桃仙機(jī)場旅客服務(wù)質(zhì)量管理體系,通過細(xì)分市場、加大人員管理、流程管理,改進(jìn)服務(wù)質(zhì)量和效率,為旅客提供合理、方便、安全、可靠的商品服務(wù)和消費(fèi)體驗(yàn)；建立完善的監(jiān)督管理機(jī)制,在對旅客滿意度進(jìn)行定期調(diào)查的過程中發(fā)現(xiàn)問題,分析問題,并改正問題,通過自我檢查、評定以及相應(yīng)的獎(jiǎng)懲措施,提高機(jī)場為員工服務(wù)的積極性和主動(dòng)性。本文構(gòu)建的桃仙機(jī)場旅客服務(wù)質(zhì)量評價(jià)體系,使桃仙機(jī)場能夠及時(shí)順應(yīng)旅客需求發(fā)展的趨勢,適時(shí)調(diào)整對旅客的服務(wù)工作,改進(jìn)服務(wù)質(zhì)量。本文制定的桃仙機(jī)場旅客服務(wù)質(zhì)量管理體系,可以有針對性的提升旅客對服務(wù)質(zhì)量的滿意度,進(jìn)而提升機(jī)場業(yè)績及口碑形象,促進(jìn)機(jī)場更快更好地發(fā)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.
【學(xué)位授予單位】：東北大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2013
【分類號】：F562.8

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