Abstract It is of great significance to build a scientific and effective service quality assessment tool to improve customer satisfaction and airport core competitiveness. Based on the core idea of SERVQUAL model and characteristics of airport passenger service quality, this paper builds an airport passenger service quality evaluation model by improving the original SERVQUAL scale with the addition of a remedial evaluation dimension to deep interviews.At the same time, SPSS 19.0 is used to analyze the data of 469 valid questionnaire samples in order to test the rationality and validity of the model. The results show that there is a significant difference between passengers’ expectation and their actual perception of airport service quality.The empirical research shows that the improved SERVQUAL model is applicable to the evaluation of airport passenger service quality, and provides a theoretical reference for improving the service quality of airport passenger transport.
2017, Vol. 34 
