从服务项目的经济发展时期到体验经济的时期，服务项目已成为公司不可或 缺的竞争力。机场作为服务性企业，将服务注入整体发展战略具有重要意义，“对 标世界一流，提升服务质量，创设知名品牌”是每个机场服务管理者所追求的目 标。昌北国际机场是江西机场中的重要门面和交通高速公路的桥梁，对江西社会 发展具有承前启后的作用。与此同时，也暴露了一些存在的问题。 本文采用文献检索法、对比分析法、实地调研法、定性定量分析法，根据昌 北国际机场的基本情况，根据服务质量的基本理论和昌北国际机场服务水平的现 状，结合文献和数据方法的综合运用，对昌北国际机场服务水平存在的问题，原 因和预防措施进行了实地调查和分析。还将去年 CAPSE 民航旅游服务项目分析 报告中各项指标值数据的分析比较进行综合，分析昌北国际机场服务水平的不足， 利用数据信息呈现客观事实，总结分析问题，从而探索改善昌北国际机场的旅客 服务质量水平的预防措施为解决当今问题提供了参考。 本文分为六个组成部分。在第一部分中，我简要地介绍了选题的现状和现实 意义，总结了各国内外的相关科研成果，讨论了本文的基本思想和研究思路；第 二章，总结了民航机场服务水平的基本理论，民航机场服务质量的独特性和服务 水平的差异；第三章，对昌北国际机场服务质量现状分析，参照了民航旅客服务 测评（CAPSE）的一级指标 6 项，其包括机场安检、机场交通、机场服务与设 施、机场商贸、行李服务和航班不正常保障服务。根据旅客真实的乘机体验得出， 协助昌北国际机场实体分析服务水平；第四章，在对 CAPSE 分析报告进行统计 分析的基础上，分析了昌北机场服务质量水平的不足和原因。第五章简要介绍了 提高昌北国际机场旅客服务水平管理方法的预防措施。 数据分析表明，昌北国际机场服务质量主要存在几点问题：一是组织领导管 理问题；二是人力资源管理问题；三是对旅客服务水平的监督管理问题；第四是 旅客对机场服务水平的评价问题；五是机场服务质量旅客投诉问题；究其存在的 原因主要有：（1）行业整体的服务指导观念与实际需求脱节；（2）现行体制对 服务质量的管理和控制效果不佳；（3）航班不正常是造成旅客抱怨的主要原因； （4）民航的消费环境和消费者自身均不成熟；（5）民航业依法治理的宏观环境 不理想。基于上述原因，昌北国际机场更要提供优质服务，从开始“无缺陷”服 务理念和差异化服务着手，做好前瞻性的战略规划，各个方面各种方法全面提升 服务质量管理不断进行优化。一是要注意细节，民航从业人员要注意从点滴做起， 从小事看到民航的真情。在提供无缝服务时，旅客进入机场候机大厅后，必须能 流利地进行值机、安检、候机、登机等各个环节，给旅客宾至如归的感觉。第二II 个区别是，由于人们与消费者要求的考虑有所不同，原始规范基本上使旅客体验 到不同的服务项目。第三是要善于沟通。民航服务项目工作人员不仅要注意衣着 和环境卫生，还要注意笑容，眼睛，肢体语言，还应合理并掌握语言交流能力。 根据昌北机场旅游服务水平管理方法的改进和预防措施，以融入当今民航市场需 求日益增长的自然环境，并最终实现全面质量管理，塑造口碑，造就忠诚旅客， 建设新型人文机场。 关键词：昌北机场；旅客；服务质量管理III Abstract From the era of service economy to the era of experience economy, service has become an indispensable competitiveness of enterprises. As a service-oriented enterprise, it is of great significance to inject services into the overall development strategy. "Benchmarking the world-class, improving service quality and creating famous brands" is the goal of every airport service manager. Changbei International Airport is an important window and air transport bridge in Jiangxi airport, which plays an irreplaceable role in the social and economic development of Jiangxi. At the same time, some problems are exposed. According to the basic situation of Changbei International Airport, based on the theory of service quality and the status quo of service quality of Changbei International Airport, this paper uses literature retrieval, field research to analyze the problems, causes and Countermeasures of passenger service quality of Changbei International Airport And discuss. At the same time, combined with the analysis and comparison of the index data in the 2019 CAPSE passenger service evaluation report, this paper presents the actual problems with the data, Summarize and analyze the problem, then discuss countermeasures to improve the passenger service quality of Changbei International Airport, which provides a reference for solving the current problems. This paper is divided into six parts. The first part, the background and significance of the topic, at home and abroad; Related research achievements are summarized, and the thoughts, contents and research methods of this paper are expounded. The second part introduces the theory of civil aviation airport service quality, the particularity of civil aviation airport service and the service quality gap. The third part analyzes the status quo of service quality of Changbei international airport and refers to six first-level indicators of civil aviation passenger service evaluation (CAPSE),including airport traffic, airport security, airport services and facilities, airport trade, baggage service and abnormal flight security service. Assist Changbei international airport to analyze the service level based on passengers' real flight experience; The fourth part analyzes the problems and causes of service quality in Changbei international airport through CAPSE assessment report data. In the fifth part, the countermeasures to improve passenger service quality management of Changbei international airport are briefly described. Data analysis shows that the service quality of Changbei International AirportIV mainly has the following problems: first, the leadership of passenger service quality management organization; second, the human resources of passenger service quality; third, the supervision and inspection of passenger service quality; fourth, the evaluation of passenger service quality; fifth, the evaluation of passenger service quality; the main reasons are as follows: (1) The overall service guidance concept of the industry is out of line with the actual demand; (2) the management and control effect of the current system on service quality is not good; (3) the main reason for passengers' complaints is that the flight is abnormal; (4) the consumption environment of civil aviation and consumers themselves are not mature; (5) the macro environment of civil aviation management according to law is not ideal. Based on the above reasons, Changbei International Airport needs to provide high-quality services. From the beginning of "flawless" service concept and differentiated services, we should make a forward-looking strategic plan, and comprehensively improve service quality management in all aspects. First, we should pay attention to the details. Civil aviation practitioners should pay attention to starting from small things and see the true feelings of civil aviation in the details. When providing seamless service, a passenger must be fluent in various links such as check-in, safety inspection, waiting, boarding and so on after entering the airport waiting hall to give the passenger a feeling of being at home. The second is to treat differently, that is, to respect the needs of customers and provide personalized services for customers on the basis of standardized services. Third, they are good at communication. Civil aviation service personnel should not only pay attention to dress hygiene, but also to body language such as smile and eyes. We should also be considerate and master the skills of language communication. Through the optimization measures of passenger service quality management of Changbei International Airport, to adapt to the increasingly fierce competition environment in the civil aviation market, and finally achieve the overall quality management, build public praise, create loyal passengers, and build a new humanistic airport. Key-words: Changbei airport; Passengers; Service quality management1 目 录 1．绪论·· 1 1.1 研究背景和意义· 1 1.1.1 研究背景····· 1 1.1.2 研究意义····· 1 1.2 国内外文献综述· 2 1.2.1 国外文献综述················ 2 1.2.2 国内文献综述················ 3 1.3 研究思路及内容· 4 1.3.1 研究思路···· 4 1.3.2 研究内容···· 4 1.4 研究方法·········· 5 2．民航机场服务质量相关理论········6 2.1 机场服务与机场服务质量·