Research On Service Quality Evaluation Of Civil Aviation Passengers Based On Service Encounter Theory

Civil aviation service quality,as an indispensable factor in the high-quality development of civil aviation,is an important engine for China’s civil aviation to enter the world civil aviation power,and is of great significance for building a multi-level high-quality passenger travel system.Different from other traditional services,civil aviation service is characterized by technology-intensive and labor-intensive characteristics.In order to scientifically and accurately judge civil aviation passengers’ perception and experience of service quality during travel,a set of civil aviation service quality evaluation index system which conforms to the current development trend of civil aviation service and can reflect passengers’ perception scientifically and effectively should be constructed.It is very necessary to help relevant civil aviation service enterprises judge their own service level and meet passengers’ service expectations.Based on the practical background of intelligent civil aviation construction,this thesis introduces the service encounter theory and constructs the evaluation index system and evaluation model of civil aviation service quality from the perspective of the whole process of passenger travel experience.First of all,by combing the relevant literature of service encounter theory,this thesis constructs a civil aviation service encounter model including personnel contact,technical contact and enterprise contact from the perspective of passenger perception.Secondly,the full flow chart of passenger travel is drawn according to the actual travel trajectory of domestic passengers.By combing civil aviation service related literature,the initial measurement index of civil aviation service quality evaluation is extracted by in-depth interview.Through qualitative analysis and quantitative pre-investigation,the initial measurement index is modified and improved to form a formal questionnaire for civil aviation service quality evaluation.Factor analysis of the questionnaire data was carried out using SPSS and AMOS software.Based on the data analysis results,the measurement indexes were selected,and an evaluation index system of civil aviation service quality was constructed,which included three contact dimensions: personnel contact,technical contact and enterprise contact.Thirdly,a comprehensive evaluation model of civil aviation service quality is constructed by using grey correlation analysis and XGBoost model.It not only gives play to the advantages of the two methods,but also makes up for the defect that a single evaluation method is difficult to fully reflect passengers’ real perception of civil aviation service quality.Finally,this thesis selected the passengers from Chengdu Tianfu Airport as a case for empirical analysis,verified the feasibility of the evaluation index system and evaluation model of civil aviation service quality in the whole process of passenger experience,and proposed strategic suggestions for optimizing civil aviation service quality according to the results of empirical analysis.