{"title":"武汉天河国际机场航站楼旅客服务质量满意度研究","authors":"W. Zheng, Xiaoping Liu","doi":"10.1145/3511716.3511790","DOIUrl":null,"url":null,"abstract":"The service quality and passenger satisfaction about airports are increasingly concerned by the public and airport operators. Wuhan Tianhe International Airport is an important aviation hub in central China. In this study, a passenger satisfaction questionnaire was designed, and a statistical analysis was carried out by using the SPSS. Passenger satisfaction was thoroughly investigated from seven perspectives, i.e. traffic, handling of check-in procedures, signs of direction indication (identification), environment at the airport, security and passport/ID card inspection, entry procedures, services and facilities at the airport. Based on the problems revealed by the analysis results, relevant measures were proposed to improve the service quality at terminals at Wuhan Tianhe International Airport.","PeriodicalId":105018,"journal":{"name":"Proceedings of the 2021 4th International Conference on E-Business, Information Management and Computer Science","volume":"75 1","pages":"0"},"PeriodicalIF":0.0000,"publicationDate":"2021-12-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"1","resultStr":"{\"title\":\"Study on Passenger Satisfaction about Service Quality at Terminals of Wuhan Tianhe International Airport\",\"authors\":\"W. Zheng, Xiaoping Liu\",\"doi\":\"10.1145/3511716.3511790\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"The service quality and passenger satisfaction about airports are increasingly concerned by the public and airport operators. Wuhan Tianhe International Airport is an important aviation hub in central China. In this study, a passenger satisfaction questionnaire was designed, and a statistical analysis was carried out by using the SPSS. Passenger satisfaction was thoroughly investigated from seven perspectives, i.e. traffic, handling of check-in procedures, signs of direction indication (identification), environment at the airport, security and passport/ID card inspection, entry procedures, services and facilities at the airport. Based on the problems revealed by the analysis results, relevant measures were proposed to improve the service quality at terminals at Wuhan Tianhe International Airport.\",\"PeriodicalId\":105018,\"journal\":{\"name\":\"Proceedings of the 2021 4th International Conference on E-Business, Information Management and Computer Science\",\"volume\":\"75 1\",\"pages\":\"0\"},\"PeriodicalIF\":0.0000,\"publicationDate\":\"2021-12-29\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"1\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Proceedings of the 2021 4th International Conference on E-Business, Information Management and Computer Science\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.1145/3511716.3511790\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"\",\"JCRName\":\"\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Proceedings of the 2021 4th International Conference on E-Business, Information Management and Computer Science","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.1145/3511716.3511790","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
Study on Passenger Satisfaction about Service Quality at Terminals of Wuhan Tianhe International Airport
The service quality and passenger satisfaction about airports are increasingly concerned by the public and airport operators. Wuhan Tianhe International Airport is an important aviation hub in central China. In this study, a passenger satisfaction questionnaire was designed, and a statistical analysis was carried out by using the SPSS. Passenger satisfaction was thoroughly investigated from seven perspectives, i.e. traffic, handling of check-in procedures, signs of direction indication (identification), environment at the airport, security and passport/ID card inspection, entry procedures, services and facilities at the airport. Based on the problems revealed by the analysis results, relevant measures were proposed to improve the service quality at terminals at Wuhan Tianhe International Airport.
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