济南遥墙机场旅客服务质量提升策略研究

Abstract

As the aviation industry in China has rapidly grown in recent years, air travel has become increasingly popular due to its high safety and speed. The surge in domestic passenger numbers presents a critical challenge for airports to enhance their core competitiveness. A key factor in achieving this is the improvement of passenger service quality, leading to higher passenger satisfaction and alignment with the evolving operational environment. This study uses Jinan Yaoqiang Airport as a case study to comprehensively assess the current state of passenger service quality. By employing a survey questionnaire and conducting onsite observations, the study identifies existing issues and proposes corresponding countermeasures. The objective is to improve Jinan Yaoqiang Airport's service quality, fostering greater passenger loyalty and satisfaction, ultimately contributing to its long-term, sustainable development.

摘要

近年来，中国航空业发展迅速，飞机以其高安全性与快速性吸引着越来越多的人选择航空出行。国内乘机人数不断攀升，对于机场而言，提升核心竞争力至关重要。而提高旅客服务质量是赢得更高旅客满意度，使服务水平与新运行环境相匹配，进而提升整体竞争力的关键。本研究以济南遥墙机场为例，通过制作调查问卷和实地考察，深入了解其旅客服务质量现状，总结存在问题并提出相应的对策建议。旨在提升济南遥墙机场旅客服务质量，增强旅客忠诚度和满意度，为其长期可持续发展奠定基础。

Keywords: Jinan Yaoqiang Airport, passenger service quality, satisfaction, loyalty, countermeasures

关键词：济南遥墙机场, 旅客服务质量, 满意度, 忠诚度, 对策