【作者】 卢艳；

【导师】 胡珑瑛；

【作者基本信息】 哈尔滨工业大学 ， 工商管理硕士（专业学位）， 2021， 硕士

【摘要】 党的十九大政府报告指出,中国经济、社会的发展已由高速增长转向高质量发展阶段,这是我国进入新时代和新发展阶段的社会发展方向。党的十九届五中全会要求进一步践行高质量发展理念,以实现“十四五”时期经济、社会的快速发展,实现2035年社会主义现代化国家的建设目标。这就要求我国各个领域、各个行业构建新的发展格局、创新发展思路和发展理念、制定新的经济政策,全力推进高质量发展。民航业是国家发展战略中的基础产业,推进民航业的高质量发展,不仅能够引领、支撑我国社会主义现代化建设过程中经济体系的构建,还有利于完善我国综合交通体系。为此,作为重要行业之一,民航业要集中力量推动行业的高质量发展。此外,近年来,随着国内外社会经济发展和人民对高品质生活需求的日益增长,民航业,尤其是航空公司、机场的服务质量逐渐受到社会和企业经营者的关注,服务质量不仅在衡量企业发展好坏中成为重要环节,还是企业是否具备行业竞争力的重要因素。HRB机场作为国内十个国际航空枢纽机场之一,面临着客服服务需求多样化和自身服务水平不高的挑战,为了适应机场快速发展需求,持续提升机HRB场旅客服务质量,助力机场的高质量发展,本文将对HRB机场旅客服务质量进行研究。本文首先介绍了HRB机场基本概况和旅客服务情况,接着依据机场现状和服务质量评价,利用顾客感知服务模型,本文从SURQUAL模型的五个维度分析了HRB机场服务质量管理工作在组织机构、基础设施设备建设、人才队伍建设以及服务管理体系等方面存在的短板、不足,分析了问题产生的原因,针对性地提出了完善服务管理机构、服务监管机构,提升机场服务可靠性;加强机场基础服务设施设备及智能化设备建设,提升机场服务有形性;建立健全科学、完善地培训考核机制、不断优化机场服务人员评优机制,提高员工服务工作能力以提升机场服务保证性;健全服务管理体系以提升机场服务响应性,以及转变服务理念提升机场服务移情性等策略,进而系统地改进HRB机场旅客服务质量。最后,从建立健全组织机构、加大资金投入、加强规章制度和企业文化建设、强化正确的服务理念等几方面提出了推进服务质量改进的保障措施。更多还原

【Abstract】 The report of the 19 th CPC National Congress pointed out that China’s economic and social development have shifted from high-speed growth period to high-quality development,this is the direction of social development after our country enter to the new era and new development stage.The Fifth Plenary Session of the 19 th Central Committee of the Communist Party of China called for further implementation on the concept of high-quality development in order to achieve rapid economic and social development during the “14th Five-Year Plan” period and to achieve the goal of building a socialist modern country in 2035.This requires all fields and industries in our country to construct a new development pattern,to innovate development ideas and concepts,formulate the new economic policies,and make every effort to promote high-quality development.The civil aviation industry is a basic industry in the national development strategy,promoting the high-quality development of the civil aviation industry can not only support and lead the construction of the economic system in the process of china’s socialist modernization construction,but also can contribute to improve our country’s transportation system.For this reason,as one of the important industries,the civil aviation industry must concentrate on promoting the high-quality development.In addition,in recent years,with the development of social and economic in domestic and abroad,and the increasing demand of the people for high-quality life,the service quality of the civil aviation industry,especially in airlines and airports,has gradually attracted the attention of the society and business operators,the service quality is not only important on measuring the development of the enterprise but also an important factor in measure whether a company is competitive.As an international aviation hub airport,HRB airport faces the challenge of diversified customer service demand and it’s limited service level.Therefore,in order to meet the needs of the rapid development of the airport,continue to improve the quality of passenger service at HRB airport,and enhance the high-quality development of the airport,the article will research the quality of passenger service at HRB airportThe paper first introduced the basic situation and the passenger service of HRB airport,combined with the current situation and service quality evaluation of the airport,analyzed the HRB airport service quality management problems and reasons in HRB airport organization,infrastructure and equipment construction,building of talent team and service quality management systems from five dimensions of SERVQUAL model,then proposes that the HRB airport should set up the special service management organization and service supervision organization to improve the reliability of airport service;to strengthen the construction of airport infrastructure facilities and intelligent equipment to enhance the tangibility of airport service;to establish and improve the service training and evaluation mechanism,improve the service evaluation mechanism,and improve the working ability of employees to improve the airport service assurance;to establish and improve the service management system,improve the responsiveness of airport services,and change the service concept to enhance the empathy of airport services,then improved the HRB airport service quality systematically.Finally,several aspects such as establishing and improving the organization,increasing capital investment,strengthening the construction of rules and regulations and corporate culture,and insist on the correct service concept have put forward as safeguard measures to improve the service quality.更多还原