疫情下国际枢纽机场旅客需求的卡诺属性分析

Kano Attribute Analysis on Passenger Requirements of International Hub Airport under the Epidemic Situation

新冠肺炎疫情发生后,机场行业受到了巨大影响,机场收入大幅缩减的同时旅客的需求也发生改变。与机场降本增效的出路相结合,将卡诺模型的思想运用在机场管理实践中,在疫情背景下具有一定的适用性。疫情给旅客在机场交通区、航站区和飞行区的流程带来了的各方面变化。旅客需求总体分为平安、快捷、舒适三类,从旅客感受出发,梳理旅客在机场中流程的关键行为,细化每一类需求在各区域的旅客触点,通过正反向分析确定卡诺属性。最后研究疫情下旅客需求发生的变化,从而为机场公司未来降本增效的同时提升旅客满意度提出可行的方向。

Since the outbreak of COVID-19,the epidemic has brought great impact to the airport industry.With the sharp reduction of airport revenue,the requirements of passengers has also changed.Combined with cost reduction and efficiency increase,the idea of Kano model is applied to the practice of airport management under the background of epidemic situation.The epidemic has brought about changes in all aspects of passenger flow in the airport traffic area,terminal area and flight area.Based on the feelings of passengers,passenger requirements are generally divided into three categories:safety,rapidity and comfort.This paper sorts out the key behaviors of passengers in the airport process,refines the passenger contacts of each type of requirement in each region,and determines the Kano attribute through forward and reverse analysis.Finally,it studies the changes of passenger requirements under the epidemic situation,so as to put forward a feasible direction for airport companies to reduce costs and increase efficiency while improving passenger satisfaction in the future.