Konggang Hangyi - Customer Satisfaction Study on the Departure Control System at Chuan-Yun Airport
Company overview
Guangzhou Konggang Hangyi Co., Ltd. is the professional operator of aviation ground systems and information technology services at Guangzhou Baiyun International Airport. The company is primarily responsible for the operation, maintenance, and upgrades of core airport systems. It has long provided technical support for key passenger processing systems such as the Departure Control System (DCS), serving as an essential technical backbone for ensuring efficient passenger service operations at the airport. As a core tool for passengers to check in for flights, the DCS handles critical functions including flight information processing, printing of boarding passes and luggage labels, and overweight luggage determination—acting as a foundational infrastructure in civil aviation's information system operations.
Research background
With the continuous rise in passenger volume at Guangzhou Baiyun Airport, the stability and operational efficiency of the departure control system have a significant impact on passenger experience and flight operations. To ensure stable system performance under high load, Guangzhou Konggang Hangyi has placed great emphasis on the quality and response efficiency of its maintenance and support services. To gain deeper insights into user satisfaction and actual service requirements, the company commissioned a third-party professional research institution to conduct a customer satisfaction survey. The purpose of this study is to identify weaknesses and areas for improvement in current service processes, and to continuously enhance the company's information system support capabilities and service quality.
Research scope
In August 2014, CEIDEA Research was commissioned by Guangzhou Konggang Hangyi to conduct a focused survey on the satisfaction level of the departure control system's maintenance and support services at Baiyun Airport. The survey targeted key stakeholders including the airport's management (the owning entity), city check-in hall operators, domestic and international airlines operating at the airport, and ground agent companies. A mixed-method approach combining questionnaire surveys and in-depth interviews was adopted, with particular attention to the following aspects: system operational stability, fault response speed, maintenance personnel expertise, service attitude, satisfaction with issue resolution, communication mechanisms, and recommendations for improvement. A structured service satisfaction scoring system was established to conduct quantitative analysis of user experiences across different user groups.
Expected outcomes
This study will enable Guangzhou Konggang Hangyi to comprehensively understand the overall evaluations of various stakeholders regarding the maintenance and support services for the departure control system. It will identify key concerns related to service responsiveness, technical support, and communication efficiency, and pinpoint potential weaknesses in the service process. The findings will provide data-driven support for improving maintenance service quality, optimizing service mechanisms, and enhancing customer relationship management. Additionally, the results will serve as a strategic reference for strengthening the company's information system operational capabilities under future higher operational loads, ultimately contributing to the development of a more efficient, safe, and intelligent airport information technology service system.
Scan to add our research consultant