Research In Public Civil Aviation Airport Service Quality Evaluation

China’s civil aviation airport industry so far have decades of history. The rapiddevelopment of market economy, all walks of life in the spring tide of the market upsand downs, civil airport industry is no exception. As the carrier of aviationtransportation and public infrastructure, plays a more and more important role inpeople’s daily travel. But at the same time, it is inevitable to join the marketcompetition. With the improvement of people’s living standard, people’s choice ofpublic transport not only focus on the economic benefits, but focus more on serviceexperience. So the civil airport in and give full play to its own security, convenientadvantages, also should strengthen the management of the quality of service. In recentyears, most of the airport are aware of the important role of service quality in terms ofeconomic benefit, so is continuously put forward various measures, but thesestandards are mostly related to the leadership of the airport staff, they are all from theperspective of their own for reference, does not represent all passenger demand, andannounced measures of different standards, the difference is bigger, can not form aunified standard.This paper first describes the research background, purpose, content and method,explanation of important concepts and the literature review at home and abroad isreviewed. Secondly, by analyzing the present situation of evaluation system of civilairport public service quality in China, and the necessity of establishing the airportpublic service quality evaluation system to determine the. Then according to theprinciples and steps of establishing the evaluation system, establish the civil aviationairport public service quality evaluation system, screening and quantification ofindicators, using the method of passenger satisfaction survey to get each index score,using AHP algorithm to determine the evaluation index weight distribution,completed the construction of China’s civil aviation airport public service qualityevaluation system. Finally, taking Tianjin Binhai International Airport as an example,the use of the evaluation system of civil aviation airport public service quality ofanalysis, find out the short board of Tianjin airport operation and shortcomings in theairport, put forward to strengthen public service quality management strategy.