民用机场旅客满意度模型建构与实证研究

为了对国内民用机场旅客满意度研究提供理论支撑和实践指导,结合国内机场行业的自身特点,针对机场旅客,依据机场旅客满意度的企业形象、服务质量、安全因素等影响因子,构建了机场旅客满意度结构方程模型,形成了机场旅客满意度量表,并开展了实证研究。研究结果表明:服务质量和安全因素对旅客满意度有直接积极的影响,且旅客满意度对旅客忠诚度有直接显著的影响。

Empirical Study and Construction of Civil Ai rport Passenger Satisfaction Model

In order to provide theoretical support and practical guidance for the study of domestic civil air -port passenger satisfaction ,the paper combined with the domestic airport industry characteristics ,aimed at airport passengers ,and researched that the impact factor of airport passenger satisfaction was the corporate image ,service quality ,safety factors and so on .The paper constructed the structure equation model of air-port passenger satisfaction , formed airport passenger satisfaction scale , and carried on the empirical re-search .The results showed that the service quality and safety factors have a direct positive impact on pas-senger satisfaction ,and passenger satisfaction has a significant direct impact on passenger loyalty .