基于改进服务质量模型的机场客运服务质量测评

An Evaluation of Airport Passenger Service Quality Based On Modified SERVQUAL Model

科学有效的机场服务质量测评对提高顾客满意度和机场核心竞争力具有重要的意义。借鉴服务质量模型的核心思想,结合机场客运服务质量的特点,在深度访谈的基础上增加补救性测评维度对原有服务质量量表予以改进,构建了机场客运服务质量测评模型。同时,利用SPSS 19.0对469份有效样本问卷进行数据分析,并实证检验模型的合理性与有效性。研究发现不同机场旅客对机场客运服务质量维度的期望与实际感知之间存在显著差异。实证研究表明,改进后的服务质量模型适用于机场客运服务质量测评,为提升机场客运服务质量提供了理论参考。

It is of great significance to build a scientific and effective service quality assessment tool to improve customer satisfaction and airport core competitiveness. Based on the core idea of SERVQUAL model and characteristics of airport passenger service quality, this paper builds an airport passenger service quality evaluation model by improving the original SERVQUAL scale with the addition of＂ a remedial evaluation dimension to deep interviews. At the same time, SPSS 19.0 is used to analyze the data of 469 valid questionnaire samples in order to test the rationality and validity of the model. The results show that there is a significant difference between passengers＇ expectation and their actual perception of airport service quality. The empirical research shows that the improved SERVQUAL model is applicable to the evaluation of airport passenger service quality, and provides a theoretical reference for improving the service quality of airport passenger transport.