基于层次分析法的机场服务质量评价  

Airport Service Quality Evaluation Based on AHP Model

作　　者：王红岩[1] 许雅玺[1] 

机构地区：[1]中国民航飞行学院机场工程与运输管理学院,四川广汉618307

出　　处：《科技和产业》2015年第6期64-67,共4页Science Technology and Industry

基　　金：中国民航飞行学院科研项目基金(J2014-43);中国民航飞行学院研究生创新项目(X2014-41)

摘　　要：如何更好地提高机场旅客对机场服务的满意度已成为越来越多专家学者与机场管理者研究的热点问题,科学的评价方法有助于管理者全面了解机场服务质量的现状并未其进行科学决策提供理论基础。以层次分析法(AHP)为基础构建了机场服务质量评价体系,阐述了模型的具体评价过程。以青岛流亭国际机场为例进行实证分析。结果表明,运用AHP方法进行机场服务质量综合评价是可行的,该方法的评价结果可以给机场管理者提供一定的参考意义。Hoe to better improve airport passengers＇satisfaction to airport service has become a hot issue among more and more experts ,scholars and airport managers. Scientific evaluation methods can help managers to conduct a comprehensive analysis of the status of airport service quality and provide theoretical basis for the scientific decision. In this paper ,based on the Analytic Hierarchy Process （AHP） to build the airport service quality evaluation system expounds the specific evaluation process of the model. Finally the paper takes Qingdao Liuting International Airport as an example for the empirical analysis.The results showed that the application of AHP method of airport services quality evaluation is feasible ,the con‐clusion of this method can provide airport managers some reference value .

关 键 词：机场 服务质量 层次分析法 评价指标体系 

分 类 号：O212[理学—概率论与数理统计]