Abstract
With the development of economy and the improvement of living standards, people have put forward higher requirements for the service quality of the airport. High quality service can greatly increase the passenger flow of the airport. On the contrary, airport service risks will affect the trust and loyalty of passengers to the airport, leading to loss of passenger flow and decline of airport benefits. In this paper, we establish a complete airport service risk management system. Firstly, we identify the risk factors by analyzing the key contact points in the process of airport passenger service. Then, we use questionnaires to calculate the risk probability and consequence severity of risk factors. Finally, we optimize the ranking of risk matrix by Borda count method, providing reference for risk management and control of airport service risk factors.
Published Version
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a call