关于顾客满意理论的石家庄机场旅客服务质量提升分析

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1、山东大学硕士学位论文策略的文化、人力资源和组织保障因素进行了论述，以验证策略的可行性。此外，问卷调查部分得出了石家庄机场在实际旅客服务过程中的不足之处，针对问卷调查结果的服务质量提升举措，将迅速提升相应调查项的旅客满意度。希望本文的有关成果可以为石家庄机场经营者、质量管理人员、一线服务人员提供一定借鉴、为助力石家庄机场服务质量提升、进～步发展壮大机场建言献策。本文创新点在于一是构建了基于顾客满意的服务质量提升模型，将旅客满意度作为调查问卷的理论基础，并将服务质量测度的五维度模型应用到问卷中，得出石家庄机场一线

2、服务人员响应性、移情性相对较差的结论，为质量提升策略的形成提供了依据；二是通过对全部旅客及高频次出行旅客(年出行次数3次以上)的对比分析得出了石家庄机场在日后服务工作中需重点改进之处和应注重的环节。关键词：石家庄机场；顾客满意；服务质量；提升；策略山东大学硕士学位论文ABSTRACTWiththecontinuousdevelopmentofChinaeconomy,civilaviationindustrydevelopmenthasenteredaperiodofconsiderabledevelopme

3、nt，andairtransportisgraduallychangingfromthehigh-endtransitiontothecivilian．Thecivilaviationairportaspartofairtransportationisbecomingindispensable，andalsoplaysanincreasinglyimportantroleintoday’Ssocialandeconomicdevelopment．Theservicequalityofcivilaviation

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