【摘要】：服務(wù)是企業(yè)參與市場(chǎng)競(jìng)爭(zhēng)的有效手段,也是企業(yè)管理水平的表現(xiàn)。消費(fèi)者從機(jī)場(chǎng)所得到的產(chǎn)品就是服務(wù),服務(wù)質(zhì)量的高低直接影響著消費(fèi)者的滿意程度，而旅客滿意程度的高低將直接影響著機(jī)場(chǎng)的聲譽(yù)和未來(lái)的發(fā)展。SZ機(jī)場(chǎng)所處的地理環(huán)境，周邊存在著廣州白云機(jī)場(chǎng)和香港機(jī)場(chǎng)，與這兩大樞紐機(jī)場(chǎng)相比，SZ機(jī)場(chǎng)處于相對(duì)劣勢(shì)，如何能夠在此種環(huán)境下占據(jù)市場(chǎng)的主動(dòng)，關(guān)鍵的一點(diǎn)就是不斷提升服務(wù)水平，以滿足不斷變化的客戶需求，提升旅客滿意度。 研究以SZ機(jī)場(chǎng)為研究對(duì)象，面對(duì)SZ機(jī)場(chǎng)服務(wù)質(zhì)量近年來(lái)停滯不前的現(xiàn)狀，以國(guó)際民航組織服務(wù)質(zhì)量ACI測(cè)評(píng)數(shù)據(jù)為研究基礎(chǔ)，結(jié)合SZ機(jī)場(chǎng)服務(wù)質(zhì)量管理部門日常的檢查跟蹤反饋內(nèi)容，并專項(xiàng)分析了SZ機(jī)場(chǎng)一年中出行旅客的高峰月度、出行旅客的年齡構(gòu)成和受教育程度等數(shù)據(jù)。通過(guò)多數(shù)據(jù)結(jié)合的方式，力求盡可能客觀的找出目前SZ機(jī)場(chǎng)服務(wù)質(zhì)量存在的問(wèn)題和不足之處。最后結(jié)合質(zhì)量管理理論等相關(guān)管理知識(shí)，提出了硬件優(yōu)化和軟件提升兩大方面，，包含：外場(chǎng)道路和配套設(shè)施的優(yōu)化、候機(jī)樓內(nèi)硬件設(shè)施的優(yōu)化、完善服務(wù)流程標(biāo)準(zhǔn)和服務(wù)管理、強(qiáng)化員工服務(wù)培訓(xùn)、強(qiáng)化服務(wù)監(jiān)管力度、注重旅客投訴處理、制定完備的航班大面積延誤應(yīng)急預(yù)案、開(kāi)展各類旅客意見(jiàn)收集活動(dòng)、強(qiáng)化企業(yè)文化建設(shè)九個(gè)主要項(xiàng)目的服務(wù)質(zhì)量提升策略，希望相關(guān)服務(wù)提升策略能夠?yàn)镾Z機(jī)場(chǎng)旅客滿意度的改進(jìn)起到一定的參考作用，并最終能夠?qū)崿F(xiàn)SZ機(jī)場(chǎng)服務(wù)質(zhì)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.
【學(xué)位授予單位】：華南理工大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類號(hào)】：F274;F562.6

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