Research On The Evaluation Index System Of G Airlines Travel Service Training Project

With the rapid development of the domestic civil aviation industry,the widespread application of new ideas and technologies has prompted airlines to pay more attention to the improvement of passenger service levels.With this background,domestic aviation companies have paid more attention to the construction of training systems and training outlines for aviation service staff.Each year the training department spends a lot of manpower,material resources and financial resources to organize training and it trains thousands of people every year.After each training,the trainees will be evaluated,and the results will often perform well.However,participants found that the training they received did not seem to have a significant effect on improving their work.Therefore,in order to judge whether the training manpower,material and funds invested by the enterprise have achieved the expected results and the effectiveness of the training system,a more scientific and objective evaluation mechanism and method need to be established.This article takes the company G passenger service personnel training program(referred to as "travel service personnel training program")as the research object,based on the review and analysis of relevant literature on training effect management and effect evaluation at home and abroad,and expounds the training effect.Definition and characteristics,several common methods for evaluating the effectiveness of training programs.The paper uses the response layer,learning layer,behavior layer and result layer proposed by Kirkpatrick Model in the literature to build an evaluation index system for G company's travel service training project,and uses AHP(Analytic Hierarchy Process)to carry out Indicator weight calculation.On this basis,a hierarchical analysis method(AHP)is used to construct a training effect evaluation index hierarchy structure that conforms to the internal training characteristics of Company G,and an expert method is used to calculate the index weights.In the actual evaluation process,aiming at the situation where it is difficult for the evaluator to accurately give the scores of various indicators,the fuzzy analytic hierarchy process was used to formulate a comprehensive evaluation of the company G's travel service training project,and judge according to the evaluation results division criteria.Finally,through analysis of the evaluation results,it was found that there were problems in the company G service travel training program,and corresponding improvement suggestions have been put forward.The training evaluation index system and training evaluation method proposed in this thesis can provide reference for the evaluation of similar passenger service personnel training programs for Company G and other airlines in China,and help airlines improve customer service levels.