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论文编号：	13430
作者编号：	2320190352
上传时间：	2022/6/16 9:07:01
中文题目：	新趋势下天津滨海机场旅客服务质量提升策略研究
英文题目：	Research on passenger service Quality Improvement Strategy of Tianjin Binhai International Airport under the new Trend
指导老师：	白长虹
中文关键字：	服务质量 旅客需求 服务体验
英文关键字：	service quality, passenger demand, service experience
中文摘要：	第十四个五年规划时期，是我国全面开启社会主义现代化强国建设新征程的重要机遇期，也是由全面建设小康社会向基本实现社会主义现代化迈进的关键时期。十四五期间，“民航+”生态圈将逐步构建，为旅客提供全流程、多元化、个性化和高品质的民航出行服务。民航“便捷工程”加快实施，设施自助化、乘机便利化变革逐步显现，旅客登机智慧化和行李全程跟踪等项目实施，进一步推升民航出行体验，真情服务指标体系日臻完善。 天津滨海机场紧盯区域枢纽机场、国际航空物流中心战略定位，持续以提升服务能力和品质作为提升机场核心竞争力的重要抓手，将解决旅客最关注、反映最突出的问题作为机场服务工作的核心关切。“十四五”时期天津滨海机场旅客服务工作将面临全新的发展格局。对于大型繁忙机场，如何兼顾商业经营性质和社会公益双重属性，如何持续满足商务及旅游为目的的旅客出行需求，降低旅客的出行综合成本，增强旅客民航出行获得感，提升机场服务辐射能力和吸引力，提高服务管控和治理能力，拥抱日新月异的发展环境，向细分市场和精准服务要质量、要发展，提升机场服务品牌价值，都是天津滨海机场亟待探求的课题。 本文通过比较分析北、上、广等国内大型机场及国际服务标杆机场，结合民航局等上级机构规划，梳理大型机场服务发展趋势。结合机场发展实际，通过分析旅客满意度、旅客行为研究等方法，深层次揭示旅客需求情况，查找服务提升的突破口。使用服务差距模型，进一步剖析天津滨海机场服务现状，针对期望感知差距、服务标准差距、服务传递差距、服务沟通差距、服务期望差距提出天津滨海机场旅客服务质量提升的策略方案。
英文摘要：	The period of the 14th Five-Year Plan is an important period of opportunity for China to embark on a new journey of building a great modern socialist country, and a crucial period for China to move from building a moderately prosperous society in all respects to basically realizing socialist modernization.??During the 14th Five-year Plan period, the "Civil Aviation plus" ecosystem will be gradually built to provide passengers with full-process, diversified, personalized and high-quality civil aviation travel services.??We accelerated the implementation of the Civil aviation Convenience Project, and gradually made changes in self-service facilities and in-flight facilitation. We launched projects to make passenger boarding more intelligent and whole-journey luggage tracking, further improving the experience of civil aviation travel, and improving the system of sincerity service indicators. ? Tianjin Binhai International Airport pays close attention to the strategic positioning of regional hub airport and international aviation logistics center, continuously takes improving service capacity and quality as an important starting point to enhance the core competitiveness of the airport, and takes solving the most concerned and outstanding problems of passengers as the core concern of the airport service work.??During the 14th Five-year Plan period, the passenger service of Tianjin Binhai International Airport will face a new development pattern.??For large busy airports, how to balance both business and social attribute, how to continue to meet business and tourist passenger travel demand, to reduce the comprehensive cost of the passenger's travel and enhance the passenger travel the acquisition, to improve airport service radiation ability and appeal, to improve the service control and governance capability, embracing the rapid development of environment,??to improve the quality and development of market segmentation and accurate service and enhance the brand value of airport service，it is an urgent task for Tianjin Binhai International Airport . ? Through comparative analysis of large domestic airports such as Beijing, Shanghai, Guangzhou and international service benchmark airports, combined with the planning of superior institutions such as Civil Aviation Administration of China, this paper combs the service development trend of large airports.??Combined with the actual development of the airport, through the analysis of passenger satisfaction, passenger behavior research and other methods, the in-depth disclosure of passenger demand, find the breakthrough of service improvement.??The service gap model was used to further analyze the service status of Tianjin Binhai International Airport, and put forward strategies for improving passenger service quality of Tianjin Binhai International Airport in view of expectation perception gap, service standard gap, service delivery gap, service communication gap and service expectation gap.
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