康定机场三旅客服务质量改进对策分析.docx

th th e P a s s e n g e r ’5 d is sa tis fie d ra te o f P e r c e iv e d P ra c tie a l e x P e rie n c e w ill d ro P b y 7 8 .5 % .T h e re fo re ，B a se d o n th e 8 0 /2 0 P rin c iP le ，K a n g d in g a irp o rt sh o u ld sta rt to a d d re s s th e ab o v e th re e d is s at is fie d fa c to rs sh o w e d b y P a s se n g e rs .In th e a sP e e t o f g u a rat e e d ， tw o m a in fa c to rs th a t re su lt in c o sto m e r ’5 d is s atis fa c tio n : th e a irp o rt s e c u rity in sP e e tio n an d th e b a g g a g e h a n d lin g ; in te rm s o f th e r e sP o n s iv e n e s s ，th e fa e to r s le a d in g to c u sto m e r ’s d is satisfa c tio n 15 att rib u te d to th e s e rv ic e P e rs o nn e l th a t e a 皿 o t o ffe r P le a sa n t an sw e r s to P a s s e n g e r ’5 d iffi e u ltie s . H o w e v e r，th o s e a b o v e fa c to rs ar e n o t th e P rin c iP a l c o n tr a d ic tio n c au sin g th e P a s s e n g e r ’5 d is s a tis fa e tio n . B a s e d o n th e ab o v e a n a ly s is ，th is P ap e r P u t fo rw ar d th e fo llo w in g re sP o n s e m e a su re s to im P r o v e th e P e rc e iv e d s e rv ic e q u a lity 51加 a tio n in K a n g d in g a irp o rt. F irstly，A irp o rts sh o u ld e sta b lish a m o d e rn c o n c e P t o f se rv ie e qu a lity to a d d re s s th e e x te n s io n o f e x iste d se rv ic e s P ro b lem s(tan g ib ility ) an d th e u n su ffi cen t in itiativ e aw aren ess o f serv iee sta ff (G u aran teed )，ete . B e sid es，th e airp o rt sh o u ld also ad o P t a series o f m o d e st in e e n tiv e s to str e n g th e n th e m o d e rn e o n e e P t o f se rv ie e q u a lity， h elP th e serv ice P erso nn e l fin d th eir w o rk m o re P leasan t (resP o n siv e n ess). S e e o n d ly，th e a irp o rt n e e