国际机场候机楼商业服务满意度调查摘要今天，机场候机楼已不再仅仅作为航空公司的进出港以及人流物流的集散地，而是成为一个城市、一个国家展示场所的重要组成部分。据中国民航局网站消息，近日，民航局发布《2018年民航机场生产统计公报》，全面展示了2018年民航机场运输生产成绩。《公报》显示，2018年全国机场全年旅客吞吐量达到12.64亿人次，其中，首都机场旅客吞吐量突破1亿人次，居国内各机场首位。在如此庞大的人口流动下，机场的候机楼商业服务也显得越来越重要。本文结合首都机场商业模式的特点和现状,重点对顾客满意度概念以及机场候机楼的商业服务运营模式进行研究。借助首都机场的案例，调查了首都机场的候机楼中餐饮和零售两方面的商业服务现状，从而对首都机场候机楼整体商业服务现状进行分析，找出其中存在的问题，并根据问题提出相关的建议措施，以提升首都机场的候机楼商业服务水平。关键字：商业模式；顾客满意度；机场候机楼；服务水平AbstractToday,theairportterminalisnolongerjustahubforairlinestoenterorexitandforpassengerlogistics,butitisanimportantpartofacity,anationalshowroom.AccordingtothewebsiteoftheChinaCivilAviationAdministration,recently,theCivilAviationAdministrationissuedthe2018CivilAviationAirportproductionStatisticsBulletin,whichcomprehensivelydisplayedthetransportproductionachievementsofthecivilaviationairportin2018.In2018,thenationalairport'spassengerthroughputreached1.264billion,ofwhich,thecapitalairport'spassengerthroughputexceeded100million,rankingfirstinthecountry'sairports.Withsuchalargepopulationflow,theairport'sterminalcommercialclothesBusinessisalsobecomingmoreandmoreimportant.BasedonthecharacteristicsandcurrentsituationofthebusinessmodelofCapitalAirport,thispaperfocusesontheconceptofcustomersatisfactionandthebusinessserviceoperationmodelofairportterminal.BasedonthecaseofCapitalAirport,thispaperinvestigatesthecurrentsituationofcommercialserviceincateringandretailingintheterminalbuildingofCapitalAirport,thenanalysesthecurrentsituationoftheoverallcommercialserviceintheterminalbuildingofCapitalAirport,findsouttheexistingproblems,andputsforwardrelevantsuggestionsandmeasuresaccordingtotheproblems,soastoenhancethebusinessoftheterminalbuildingofCapitalAirport.Servicelevel.Keywords:businessmode;customersatisfaction;airportterminal;servicelevel目录............................................................6......................................................6.........................................................6.........................................................6...........................................................................................................................7....................................................7........................................7................................8..................................................8..................................9..................................................9....................................9.........................................10.............................................10...............................................10.............................................10.........................................10.................11.....................................................11.........................................................11...................................................11.........................................................11.......................................................
