Research On Evaluation Method Of Airport Passenger Service Quality

With the rapid growth of our country’s civil aviation passenger flow, civil airport industry is meeting new challenges and new opportunities. Civil aviation units and passengers pay more attention on the airport passenger service. When passengers choose vehicle to go out, they will pay less attention on the price factor, but focus on the entire service experience. This change of passengers puts forward higher requirements for service quality of the civil aviation. The airport service is an important part to ensure the civil aviation passenger transport operates effectively. A good airport passenger service is an effective way to strengthen the competitiveness of the airport and promote the brand value. Therefore, in order to provide proposals to the related departments, how to evaluate the airport passenger service quality effectively from the perspective of the passengers, is an important problem has to be solved.This paper stands on the passengers’position, establishes an evaluation model of airport passenger service quality and gives empirical research on the evaluation model. Specific contents are as follows:Firstly, this paper introduces the research background, purpose and significance, and has the literature review at home and abroad. Secondly, we analyze the theory of establishing the evaluation index system, the characteristics of passenger service process and the principle of designing evaluation index. Then the evaluation index system of airport passenger service quality is established, and a passenger questionnaire is designed. Thirdly, by analyzing several common methods to calculate the index weight, the methods of based on rough sets conditional information entropy to calculate index weight are selected:by analyzing several common methods to evaluate the service quality synthetically, the fuzzy comprehensive evaluation method to evaluate passenger service quality is chosen; and then a detailed calculation process about the model through an instance is given. Fourthly, evaluation system of the airport passenger service quality by the programming of V B is developed, and the system is verified with an example. Fifthly, this paper evaluates service quality of Chengdu Shuangliu international airport with the designed system, and then puts forward proposals according to the evaluation results.