T/CCAATB 0029-2022 Active

The main technical content: The evaluation of civil airport service brands in China (referred to as "airport service brand evaluation") consists of two parts: management process evaluation and construction effect evaluation. The management process focuses on standardized and systematic evaluation, while the construction effect emphasizes the integration with existing airport service standards and service evaluation to ensure synergy with other industry standards. The evaluation index framework of the management process absorbs the architecture of the airport service brand construction system in the "Guide for the Construction of Airport Service Brands in China", and draws on the classic theoretical achievements in the fields of brand management and service management. It establishes the airport service brand management process of service brand strategy, service brand design, service product management, communication and maintenance, and evaluation and improvement, as well as the evaluation modules of required organization and resources. The evaluation of the construction effect of the service brand focuses on customer satisfaction and the reputation of the service brand, where customer satisfaction is composed of passenger satisfaction, airline satisfaction, and cargo owner satisfaction.