近几年中国的经济在飞速发展，国民经济水平的提高也促进了国民消费意识和水 平的提高，在出行选择上，旅客更注重便捷性、效率值、舒适度。飞机运输量在逐年 提高，机场作为接待运输旅客的集散地，它所提供服务质量的优劣越来越受到旅客的 关注和重视。现在机场服务质量已经成为机场运营的核心，而机场的服务质量优劣主 要体现在出港旅客运输服务质量上，为出港旅客提供服务可以全流程的展现一个机场 的服务质量，旅客往往只有通过出港才能直接的感受到机场服务质量的优劣，只有抓 住出港服务质量水平才能提高旅客对机场服务质量的满意度，提升旅客对机场的忠诚 度。 本文根据 SERVQUAL 服务质量评价理论的可靠性、有形性、响应性、保证性、 移情性的五个维度，结合 TX 机场实际出港运输保障的相关情况，深化对各个维度的 考虑，以评估旅客对 TX 机场出港服务质量的实际感知。文章借鉴了 SERVQUAL 服 务质量评估模型，根据 TX 机场出港的实际流程和服务点设计了针对 TX 机场出港服 务质量体验反馈的调查问卷，通过对调查问卷得出的数据值进行分析，发现旅客对于 TX 机场出港服务质量感知的评分较低的维度是有形性、保证性和移情性这三个维度。 根据问题维度所反馈的实际问题进行了分析，并进一步分析了问题存在的原因，问题 主要表现在 TX 机场运行保障服务标准不够与时俱进和完善、服务设备设施也与大型 机场存在差距、对驻场单位和商铺也缺乏实时的监督和管理、员工素质能力参差不齐 和缺乏员工激励措施。在剖析了问题之后提出了相应的解决措施和方法以提高旅客对 TX 机场服务质量的满意度。具体的解决方案如下：首先，随着旅客对机场服务预期 的不断提高，机场应提升服务意识不断优化公司运行标准，不断完善机场的基础设施， 服务设施应按照国际标准不断精细化。其次，摈弃现有的招聘制度，优化招聘制度， 平衡员工薪资待遇，定期对员工业务知识、服务意识进行培训，增强员工的激励机制， 要提升员工工作的主动性和积极性。最后要提供满足不同旅客的个性化服务需求，完 善不正常航班的保障流程，提升各环节的工作效率，加强对驻场单位的管理。II 本文根据 TX 机场实际出港服务情况构建的服务质量评价体系，使 TX 机场了解 了旅客的意见和实际需求，针对旅客反馈改进提升服务来提高旅客的满意度，为 TX 机场树立良好的品牌形象，增加公众的好感度，帮助机场可以良性的优质发展。 关键词：TX 机场；出港旅客服务；SERVQUAL；服务质量管理体系III Research on Outbound Passenger Service Quality of TX Airport Abstract In recent years, China's economy has been developing rapidly, and the improvement of national economic level has also promoted the improvement of national consumption awareness and level. In terms of travel choice, travelers pay more attention to convenience, efficiency value and comfort. The volume of aircraft transportation is increasing year by year. As a distribution center for passenger reception, the quality of service provided by the airport has attracted more and more attention from passengers. Now the airport service quality has been becoming the core of airport operation, service quality is mainly manifested in the port and airport passenger transport service quality, provide service for departure passengers can show the whole process of an airport's service quality, passengers often only through clearance can directly feel the airport service quality, only seize the port service quality level can improve the passengers to the airport service quality satisfaction, improve the loyalty of the passengers to the airport. Based on the five dimensions of SERVQUAL's service quality evaluation theory, including reliability, tangibility, responsiveness, assurance and empathy, this paper, in combination with the relevant conditions of the actual outbound transport security of TX airport, deepens the consideration of each dimension to evaluate the actual perception of passengers on the outbound service quality of TX airport. Based on the SERVQUAL service quality evaluation model, according to the actual design process and service points of TX airport clearance for TX airport clearance service quality feedback questionnaire, through the questionnaire analysis of the data values, found that passengers for TX airport clearance service quality perception of score lower dimension is tangibility, assurance and empathy these three dimensions. According to dimension feedback by practical problems are analyzed, and further analyses the causes of the problem, the problem is mainly manifested in the TX airport operational support service standard is not enough to keep pace with The Times and improve, service facilities and large gap at the airport, to the resident units and shops also lack of real-time monitoring and management, staff qualityIV and ability is uneven and lack of staff incentives. After analyzing the problems, the corresponding solutions and methods are put forward to improve passengers' satisfaction with the service quality of TX airport. The specific solutions are as follows: first, with the continuous improvement of passengers' expectations of airport services, the airport should improve its service awareness and constantly optimize the company's operating standards, and constantly improve the airport's infrastructure, and the service facilities should be constantly refined in accordance with international standards. Secondly, we should abandon the existing recruitment system, optimize the recruitment system, balance the salary and benefits of employees, carry out regular training on the business knowledge and service awareness of employees, enhance the incentive mechanism of employees, and improve the initiative and enthusiasm of employees. Finally, we need to provide personalized services to meet the needs of different passengers, improve the security process of abnormal flights, improve the work efficiency of each link, and strengthen the management of on site unit. In this paper, according to the actual TX airport clearance service build service quality evaluation system, make the TX airport to understand the views of the passengers and the actual demand, feedback and improve services for passengers to improve passenger satisfaction, set a good brand image for the TX airport, liking increase public, help the airport can develop high quality. Key Words: TX airport, Outbound passenger service, SERVQUAL, Service quality management systemV 目录 摘要........................................................................................................................................I Abstract................................................................................................................................ III 第 1 章 绪论......................................................................................................................... 1 1.1 研究的背景 ............................................................................................................ 1 1.1.1 民用航空的现状 .......................................................................................... 1 1.1.2 服务质量现状 .............................................................................................. 3 1.2 研究的意义 ............................................................................................................ 4 1.3 国内外研究动态 .................................................................................................... 5 1.3.1 国外研究动态 .............................................................................................. 5 1.3.2 国内研究动态 .............................................................................................. 7 1.4 主要研究内容 ........................................................................................................ 8 1.5 研究方法 ................................................................................................................ 9 1.6 研究的特色与创新点 ............................................................................................ 9 第 2 章 相关概念与理论................................................................................................... 10 2.1 机场服务质量概念界定 ...................................................................................... 10 2.1.1 机场的概念及功能 .................................................................................... 10 2.1.2