绵阳机场旅客满意度的测评研究

Evaluation and Research of Mianyang Airport Passenger Satisfaction

改革开放以来,我国民航事业快速发展,旅客对航空服务质量的要求越来越高,所以如何提高机场服务质量、增强旅客满意度是机场需要关注的问题。文章以绵阳机场为研究对象,通过构建旅客满意度的期望差异模型,对旅客的服务期望值和实际感知值之间的差异进行研究,对绵阳机场旅客满意度展开实证研究。

Since the reform and opening up,China's civil aviation industry has developed rapidly,and passengers'requirements for air service quality are getting higher and higher.Therefore,how to improve airport service quality and enhance passenger satisfaction are the issues that airports need to pay attention to.In this paper,Mianyang airport as the research object,through the construction of the passenger satisfaction expectation difference model,the difference between the service expectation of passengers and the actual perceived value is studied,the Mianyang airport passenger satisfaction to carry out an empirical research.