康定机场旅客服务质量改进对策分析

《康定机场旅客服务质量改进对策分析》由会员上传分享，免费在线阅读，更多相关内容在行业资料-天天文库。

1、thePassenger’5dissatisfiedrateofPerceivedPractiealexPeriencewilldroPby78.5%.Therefore，Basedonthe80/20PrinciPle，KangdingairportshouldstarttoaddresstheabovethreedissatisfiedfactorsshowedbyPassengers.IntheasPeetofguarateed，twomainfactorsthatresultincostomer’5dissatisfaction:theairportsecurityinsPeeti

2、onandthebaggagehandling;intermsoftheresPonsiveness，thefaetorsleadingtocustomer’sdissatisfaction15attributedtotheservicePersonnelthatea皿otofferPleasantanswerstoPassenger’5diffieulties.However，thoseabovefactorsarenotthePrinciPalcontradictioncausingthePassenger’5dissatisfaetion.Basedontheaboveanalysi

3、s，thisPaperPutforwardthefollowingresPonsemeasurestoimProvethePerceivedservicequality51加ationinKangdingairport.Firstly，AirportsshouldestablishamodernconcePtofservieequalitytoaddresstheextensionofexistedservicesProblems(tangibility)andtheunsufficentinitiativeawarenessofservieestaff(Guaranteed)，ete.B

4、esides，theairportshouldalsoadoPtaseriesofmodestineentivestostrengthenthemoderneoneePtofservieequality，helPtheservicePersonnelfindtheirworkmorePleasant(resPonsiveness).Seeondly，theairportneedtobuildasoundairport一servecemanagementsystem，imProvetheservieequalityinelnPathieandguaranteedbyofferingbette

5、reatering，morereliableseeurityandaeeuratecheek一inandbaggagehandlingProcess.Additionall又Kangdingairport15alsonecessarytoestablishtheservieequalitymonitoringsystemandstrengthenthesel-vieestandardsenforcement，moreover，throughtheentirelytraekingoftheserviceProvisionProeess，evaluatingtheairportPereeive

6、dservieequalitydynamieally，settlingdowmtheexPosedProblemsirnmediately.Inthisway，KangdingairporteanbeabletobuildtheeontinuousuPdatedservice一qualitymanagemtsystem.Kev丫Vords:SERVOUALModel二Servieeaualitv:Kan只din只aimort令产，、产1.碑了、r气.口1目录1.绪论...............................................................

7、.......……，......................……11.1研究背景.....................................................................................……11.2问题提出...........................................................................