机场服务质量评价研究  

Research on Evaluation of Airport Service Quality

作　　者：武仁杰 唐卫贞[1] 李俊 WU Renjie;TANG Weizhen;LI Jun(School of Air Traffic Management,Civil Aviation Flight University of China,Guanghan Sichuan 618307,China)

机构地区：[1]中国民航飞行学院空中交通管理学院,四川广汉618307

出　　处：《科技和产业》2022年第3期175-179,共5页Science Technology and Industry

摘　　要：随着中国经济的快速发展和人民生活质量的提升,针对机场在许多方面仍然面临着问题,特别是机场服务质量问题。通过构建基于SERVQUAL量表的机场服务质量评价指标体系,进行问卷设计和数据采集,对数据样本进行可信度分析以及SERVQUAL量表的统计分析,提出针对机场服务质量的改善措施。Although with the rapid development of China's economy and the improvement of people's quality of life,China's airports are still facing problems in many aspects,especially the quality of airport services.By constructing an airport service quality evaluation index system based on the SERVQUAL scale,questionnaire design and data collection are conducted,the credibility of data samples and statistical analysis of the SERVQUAL scale is analyzed,measures are put forward to improve airport service quality are proposed.

关 键 词：机场服务质量 SERVQUAL量表 评级指标体系 

分 类 号：F562.0[经济管理—产业经济]