Evaluation And Application Research Of Air Passenger Service Quality Based On Mahalanobis-Taguchi System

Scientific,objective and accurate measurement of customer satisfaction is the key to improving service quality in a company and even the industry.It helps companies understand their own shortcomings based on clear customer expectations.Therefore,in order to measure the customer satisfaction of the quality of air passenger service,a scientific and effective measurement mechanism must be established.At present,the most commonly used air passenger service quality evaluation model is the SERVQUAL model.The research method is generally questionnaire survey,but the data obtained by this method has certain subjectivity,which makes the research results bias.Based on this,this paper constructs an air passenger service quality evaluation system based on Mahalanobis-Taguchi System and Rough Set.The aim is to measure the quality of air passenger transport services more scientifically and objectively.This paper firstly obtains online reviews of passengers through crawler technology,and uses the LDA theme model to deeply mine the comment data.Based on the existing evaluation model,the initial evaluation index system of air passenger service quality is established.The evaluation index system is better than the index system constructed by the predecessors.It is more scientific and objective.Because the redundant variables existing in the initial index system will affect the accuracy of the evaluation results,this paper uses the Rough Set and the orthogonal table and the signal-to-noise ratio in the Mahalanobis-Taguchi System to reduce the attributes of the index system.The reduction effect shows that the optimization results of the rough set have higher accuracy than the Martin system method.Based on the index system after Rough Set reduction,the innovative use of the Mahalanobis-Taguchi System to rank the air passenger service quality from November 2014 to November 2018.The results of the application evaluation show that the quality of air passenger service in 2017 and 2018 decreased slightly compared with the previous two years.The main reason is that the flight changes have increased,the average annual delay has increased,and the annual complaints have increased.Therefore,all airlines should strengthen the supervision of service quality,strengthen the staff’s service awareness and service literacy,and timely appease passengers’ emotions in the event of flight changes causing passengers’ emotional excitement,and minimize the adverse effects caused by flight changes.