基于TOPSIS-Bayesian机场服务质量评价  

Evaluation of Airport Service Quality Based on Topsis-Bayesian

作　　者：李明捷[1] 高嘉悦 LI Mingjie;GAO Jiayue(College of Airport,Civil Aviation Flight University of China,Guanghan 618307,Sichuan,China)

机构地区：[1]中国民用航空飞行学院机场学院,四川广汉618307

出　　处：《科技和产业》2025年第2期33-38,共6页Science Technology and Industry

基　　金：中央高校基本科研业务费基金(ZHMH2022-002);四川省民航机场智慧运营与运修工程研究中心项目(JCZX2023ZZ03)。

摘　　要：为明确机场服务质量的影响因素及旅客对机场服务质量满意程度,提高机场服务质量,运用逼近理想解排序法(technique for order preference by similarity to an ideal solution,TOPSIS)与贝叶斯网络结合的评估模型,建立大型运输机场服务质量评价指标体系。运用双向推理诊断模型评价机场服务质量,对机场满意度正向推理以及影响指标的反向敏感性诊断。对旅客机场服务质量满意度以及影响因素进行深入研究,并以某大型运输机场为例验证方法的可行性。研究结果表明,旅客对该机场的服务质量满意概率为0.67,一般满意概率为0.21。反向诊断得到行李提取系统、进出机场综合交通与城市连接的便利性、安检服务效率等影响因素敏感性较高。为机场科学制定提升服务质量措施提供理论基础。In order to clarify the influencing factors of airport service quality and the passengers’satisfaction of airport service quality,and improve airport service quality,the evaluation model combining technique for order preference by similarity to an ideal solution(TOPSIS)and Bayesian network were used to establish an evaluation index system for large transportation airport service quality.The bidirectional inference diagnosis model was used to evaluate the airport service quality,including the forward inference of airport satisfaction and the backward sensitivity diagnosis of influencing indicators.The passenger airport service quality satisfaction and the influencing factors were studied deeply,and the feasibility of the method was verified by a large transportation airport as an example.The results show that the probability of passengers’satisfaction with the service quality of the airport is 0.67,and the probability of general satisfaction is 0.21.The reverse diagnosis reveals that factors with high sensitivity include the baggage claim system,the convenience of integrated transportation and urban connection in and out of the airport,and the efficiency of security check services.A theoretical basis is provided for the airport to scientifically formulate measures to improve service quality.

关 键 词：运输机场 服务质量 旅客满意度 TOPSIS 贝叶斯网络 

分 类 号：F562.6[经济管理—产业经济]