基于南京禄口机场的老年旅客机场出行特征和满意度调查  

Travel Characteristics and Satisfaction of Elderly Passengers Based on Lukou Airport in Nanjing

作　　者：周鑫 唐心雨 管瑞寒 杨守龙 ZHOU Xin;TANG Xinyu;GUAN Ruihan;YANG Shoulong(Nanjing Polytechnic Institute,Nanjing 210000,China)

机构地区：[1]南京科技职业学院,南京210000

出　　处：《综合运输》2024年第7期180-185,共6页China Transportation Review

基　　金：江苏高校哲学社会科学研究一般项目(2022SJYB0781)“机场客运服务适老化研究”;南京科技职业学院科研项目(NJPI-2023-10)“基于网络文本分析的机场服务体验评价研究”。

摘　　要：随着社会老龄化程度持续加深,民航老年旅客数量和比例也在不断上升,老年旅客航空出行特征和服务需求逐渐被重视。本文采用问卷调查、实地调研等方式对老年旅客机场客运服务的特征和需求进行了研究,发现老年旅客航空出行目的以旅游和探亲访友为主,出行方式倾向于同龄人结伴,需要家人接送到达机场,在机场停留的时间也较年轻人更长。同时发现老年旅客对机场服务的满意度普遍低于年轻旅客,对值机、托运行李等环节服务最不满意,老年旅客更看重“安全可靠”“手续简洁”和“便捷快速”,他们也更倾向于传统的人工服务。该研究有助于了解老年旅客的出行特征,探究其航空出行的影响因素,为提升老年旅客机场客运服务水平提供对策建议。With the aging of society,the number and proportion of elderly passengers in civil aviation are increasing.Attention is gradually being paid to the specific characteristics and service needs of elderly passengers in air travel.This paper adopts questionnaire survey,field research and other methods to study the characteristics and needs of airport passenger transportation services for elderly passengers,and finds that elderly passengers mainly travel and visit relatives and friends,tend to travel with peers,need family members to pick them up and arrive at the airport,and stay at the airport for a longer time than young people.Meanwhile,it is also found that the satisfaction level of elderly travelers with airport services is generally lower than that of young travelers,and they are most dissatisfied with check-in and baggage handling services,etc.Elderly passengers are more interested in"safe and reliable","simple procedures",and"convenient and fast",and they are also more inclined to traditional manual services.This study is helpful to understand the travel characteristics of elderly passengers,explore the influencing factors of their air travel,and provide countermeasures and suggestions for improving the level of airport passenger service for elderly passengers.

关 键 词：老年旅客 机场 客运服务 特征 需求 对策 

分 类 号：F512.4[经济管理—产业经济]