民用机场服务质量的分析与提升研究.docVIP

PAGE I 民用机场服务质量的分析与提升研究 摘 要 民用机场作为航空运输中不可或缺的一部分，是一个城市发展程度的重要体现。民用机场服务质量是提高机场收益和民航业日益发展的重要推动力。除了以往的航线扩张外，服务质量也纳入了增强机场吸引力的重要指标。 本论文选择深圳宝安国际机场为研究对象，深圳宝安国际机场是我国的第五大航空港，而且在2019年中国最受欢迎十大机场中名列榜首，其所提供服务的独到之处必有其他民用机场值得学习的地方，因此被选做本文的研究对象。 首先，本文对我国民用机场服务质量进行相关介绍与现状简介；其次，以深圳宝安国际机场的服务作为落脚点，分析其为旅客和员工所提供的“衣、食、住、行”等方面的服务，并从相关典型案例中吸取经验，以点及面，提出我国现阶段所存在的问题以及相关解决方案，对我国民用机场服务质量带来启发，为我国民用机场服务质量的提升提供参考。 关键词：服务质量 分析与提升 民用机场 The Reasearch About Analysis and Improvement on Service Quality of Civil Airports ABSTRACT As an indispensable part of aviation transport, civil airport embodies the degree of city development. The service quality of civil airport serves as an important impetus to improve the earnings of airports and boost civil aviation industry. The service quality can not only expand air lines but also listed as a vital indicator to strengthen the attraction of airports. This passage takes Shenzhen Baoan airport as the object of study. In China, Shenzhen airport is the fifth largest airport and ranks the first place in the most popular top 10 airports in China. Accordingly, the services it offers must have something special that can be learned by other airports, and that’s why I take it as the object of study. First of all, I will make a summary about the current service quality of domestic airports, and then based on the services provided by Shenzhen airport, I will analyze the services it offers for its passenger and employees in terms of clothing, eating, living and commuting. By doing so, I wish it can bring some inspirations for the service quality of domestic airports, building up an example for improving service quality. Key words：Service quality，Analysis and improvement，Civil airport PAGE IV 目 录 TOC \o 1-3 \h \z \u 摘 要 I ABSTRACT II 1 绪论 1 1.1研究现状及其意义 1 1.2研究目的及方法 1 1.2.1研究目的 1 1.2.2研究方法 1 2 我国民用机场服务的现状 2 2.1民用机场服务规范标准化 2 2.2民用机场管理职责明确化 2 2.3民用机场测评方式科学化 2 3 深圳宝安国际机场服务质量分析 3 3.1衣 3 3.2食 4 3.3住 4 3.4行 4 4 深圳宝