我国民航机场旅客投诉分析及服务提升  

Passenger Complaint Analysis and Service Improvement of Civil Aviation Airport in China

作　　者：杨省贵[1,2] 杨蒙蒙 徐昶 YANG Shenggui;YANG Mengmeng;XU Chang(School of Airport Engineering and Management,Civil Aviation Flight University of China,Guanghan,Sichuan 618307,China;Chengdu Soft Innovation Intelligence Association,Chengdu 610023,China;School of Economics and Management,Civil Aviation Flight University of China,Guanghan,Sichuan 618307,China;Mianyan Science and Technology Bureau,Mianyang,Sichuan 621053,China)

机构地区：[1]中国民用航空飞行学院机场学院,四川广汉618307 [2]成都市软创智业研究会,成都610023 [3]中国民用航空飞行学院经济与管理学院,四川广汉618307 [4]绵阳市科学技术局,四川绵阳621053

出　　处：《重庆交通大学学报（社会科学版）》2022年第5期38-47,共10页Journal of Chongqing Jiaotong University:Social Sciences Edition

基　　金：四川省科技厅软科学研究项目“区域创新平台建设的绩效评价”(2015ZR0169);中国民用航空飞行学院科研基金重点项目“我国各省市通用航空产业发展竞争力比较研究”(ZJ2020-10);中国民用航空飞行学院大学生创新创业训练项目“民航旅客投诉时空分异及动态演化研究”(S202110624238)。

摘　　要：选取中国民用航空局2010—2018年公布的4083个旅客投诉数据,从全国和民航七大地区两方面分析我国民航机场旅客投诉的数量及内容特征。旅客投诉数量逐年增加,但投诉率增长更快,尤其以新疆、东北、西南地区最多;投诉内容主要集中在安检、办理乘机手续、购物和餐饮服务三个方面。基于此,要关注投诉数量差异,结合地区实际情况采取本土特色化服务模式;重视热点投诉内容,做好控制与反馈;发挥员工特长,为旅客提供个性化、差异化、定制化服务。This paper selects 4083 passenger complaint data published by the Civil Aviation Administration of China from 2010 to 2018 to analyze the number and content characteristics of passenger complaints at civil aviation airports in China from two aspects of China and seven major regions of civil aviation.The study found that the number of complaints increased year by year,but the complaint rates increased faster,especially in Xinjiang,northeast and southwest China.And complaints mainly focus on security checks,check-in,shopping and catering services.Based on the results,this paper suggests to pay attention to the difference of complaint quantity and adopt the local characteristic service mode according to the actual situation of the region,pay attention to the content of hot complaints and do a good job in control and feedback,give full play to the strengths of employees and provide personalized,differentiated and customized services for passengers.

关 键 词：民航机场 旅客投诉 服务提升 

分 类 号：F562[经济管理—产业经济]