【摘要】：服務(wù)是企業(yè)參與市場競爭的有效手段,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)場的聲譽(yù)和未來的發(fā)展。SZ機(jī)場所處的地理環(huán)境，周邊存在著廣州白云機(jī)場和香港機(jī)場，與這兩大樞紐機(jī)場相比，SZ機(jī)場處于相對劣勢，如何能夠在此種環(huán)境下占據(jù)市場的主動，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)場為研究對象，面對SZ機(jī)場服務(wù)質(zhì)量近年來停滯不前的現(xiàn)狀，以國際民航組織服務(wù)質(zhì)量ACI測評數(shù)據(jù)為研究基礎(chǔ)，結(jié)合SZ機(jī)場服務(wù)質(zhì)量管理部門日常的檢查跟蹤反饋內(nèi)容，并專項分析了SZ機(jī)場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)場服務(wù)質(zhì)量存在的問題和不足之處。最后結(jié)合質(zhì)量管理理論等相關(guān)管理知識，提出了硬件優(yōu)化和軟件提升兩大方面，，包含：外場道路和配套設(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、開展各類旅客意見收集活動、強(qiáng)化企業(yè)文化建設(shè)九個主要項目的服務(wù)質(zhì)量提升策略，希望相關(guān)服務(wù)提升策略能夠為SZ機(jī)場旅客滿意度的改進(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)位級別】：碩士
【學(xué)位授予年份】：2013
【分類號】：F274;F562.6

【參考文獻(xiàn)】

相關(guān)期刊論文 前10條

1 于志民;;民航機(jī)場企業(yè)的服務(wù)力提升研究[J];北方經(jīng)濟(jì);2007年23期

2 萬利;;簡述深圳機(jī)場地區(qū)綜合交通樞紐規(guī)劃[J];城市道橋與防洪;2009年11期

3 王姣娥;金鳳君;孫煒;戴特奇;王成金;;中國機(jī)場體系的空間格局及其服務(wù)水平[J];地理學(xué)報;2006年08期

4 張劍;劉錚;張昕;;服務(wù)業(yè)顧客滿意度的特性與結(jié)構(gòu)模型的研究[J];中國農(nóng)機(jī)化;2007年01期

5 劉光才;龍繼林;;從旅客投訴內(nèi)容看中國機(jī)場服務(wù)質(zhì)量改進(jìn)重點(diǎn)[J];經(jīng)濟(jì)研究導(dǎo)刊;2012年19期

6 王昆;;加強(qiáng)質(zhì)量管理 推進(jìn)機(jī)場服務(wù)持續(xù)改善[J];交通企業(yè)管理;2009年06期

7 韓麗;;基于顧客價值的服務(wù)企業(yè)營銷策略創(chuàng)新[J];價值工程;2007年10期

8 翁薇薇;;機(jī)場服務(wù)管理理論模式[J];空運(yùn)商務(wù);2007年19期

9 魚文英;李京勛;;航空服務(wù)質(zhì)量和消費(fèi)情感對顧客滿意度的影響研究[J];旅游學(xué)刊;2010年10期

10 陳澤樺;法蘭克福機(jī)場成功管理的考察及啟示[J];中國民用航空;2004年12期

相關(guān)重要報紙文章 前1條

1 綦琦 劉亞偉;[N];中國民航報;2012年

本文編號：2260791