A Study On Compiling Method Of Airline Service Quality Index

With the steady development of the national economy and the improvement of people’s living standards,air passenger transport has increasingly become a popular mode of transportation.Civil aviation transport service quality is also increasingly concerned by the public.Airlines are the main body of civil aviation to provide transport services,and their service level is directly related to the overall level of civil aviation transport service quality.The civil aviation industry has carried out comprehensive service quality improvement management for almost three years,punctuality rate and baggage transportation has been significantly improved,However,it is obvious that a single individual indicator is not enough to measure the development and change of the service quality level of the whole industry.Therefore,it is one of the most important tasks to establish an objective,systematic and comprehensive method to measure the service quality of civil aviation transport and passenger satisfaction.The comprehensive index is an analysis method and comprehensive evaluation technology that is commonly used to reflect changes in things or phenomena in different periods or different spaces,it emphasis on sustainability and dynamism,which coincides with the effectiveness of service quality management,provides a new way to solve a series of dilemmas in airline service quality management.This paper first analyzes the index compilation method,relevant theories of service quality and customer satisfaction,and combines airline service process and service characteristics to establish an airline service quality evaluation indicator system which has 7 dimensions and 25 measurement indicators.Based on the evaluation indicator system,designed questionnaire to collect data,and then conducts exploratory analysis,revised indicator system,carry out formal questionnaire and analysis reliability and validity.Finally,using structural equation model to model,evaluates the model through AMOS software,and outputs standardized and unstandardized path coefficient values,the measured residual variation estimate and so on.According to the model evaluation criteria,the model is corrected according to the modification indices.After the modification,the model hypothesis is tested,and the final indicator system is determined.The final indicator system includes 6 dimensions,22 measurement indicators.According to the output results of AMOS and SPSS,the weights and mean values of the indicators are showed.The current service quality score is calculated by the layer-by-layer weighted average method.The airline service quality index is obtained by the index calculation formula,in addition the paper providing examples of calculation of the individual index.Those results providing monitoring tools for the bureau and industry to achieve the normalization of transportation service quality supervision,and also to show the public the domestic transportation service level of airline passengers.