候机楼问询和导乘岗位的服务质量研究.doc

候机楼问询和导乘岗位的服务质量研究 ——以虹桥机场为例 摘要： 现代交通运输体系由铁路运输、公路运输、水路运输、管道运输、航空运输和城市交通组成。在中国改革开放初期，人们出行大多以铁路和公路运输为主，随着改革开放的推进，中国的经济发展日渐成熟，交通行业也随之发生着翻天覆地的变化。尤其是近十年来，交通建设力度加大，运输设备更新速度快，人们的经济水平提高，城市生活脚步的加快等等导致航空运输作为一项便捷的交通工具，其重要性日益显现。因此，如何提高航空公司的服务质量，为乘客提供舒适便捷的环境也成为航空运输发展的一大重点，也是发展的一大难题。研究调查表明，我国候机楼问询服务还存在相当大的问题，本文通过以虹桥为例，分析了虹桥候机楼问询和导乘岗位服务质量的现状，并结合自身在虹桥实习经验，对提高候机楼问询和导乘服务质量提出了建议，希望借此能对我国航空运输发展尽绵薄之力。 关键词：候机楼问询；导乘；服务质量；虹桥 Abstract: The modern transportation system such as railway transportation, road transportation, water transportation, pipeline transport and air transport and urban traffic. At the beginning of the reform and opening-up in China, most people travel by rail and road transportation is given priority to, along with the advancement of reform and opening up, Chinas economic development increasingly mature, the transportation sector is a sea change accordingly. Especially in nearly a decade, strengthening traffic construction, transport equipment update speed, peoples economic level, city life rhythm speeding up, and so on lead to air transport as a convenient means of transportation, its importance has become increasingly apparent. Therefore, how to improve the quality of airline service, provide passengers with the comfort and convenience of environment has become a big focus of the air transport development, is also a big problem. Research showed that the terminal information service there is quite a big problem in our country, this article through to the hongqiao as an example, analyzed the hongqiao airport lounge building information and guide by post to the status quo of service quality, combined with its own in hongqiao internship experience, to improve the terminal information and guide passenger service quality was put forward, hoping to contribute to the development of Chinas air transport. Key words :Terminal information; Guided by; Quality of service; hong qiao 绪论 近年来，交通运输业发展迅速，随着各个城市动车的开通及城市高铁的建设，航空运输虽然有着速度快、节省时间等优点，但由于运输价格昂贵、受天气影响较严重，