国内机场旅客投诉时空特征分析及对策建议  

Spatio-temporal Characteristic Analysis and Countermeasure Suggestion of Airport Complaints in China

作　　者：杨省贵[1,2] 谭颖 赵梓含 YANG Shenggui;TAN Ying;ZHAO Zihan(School of Airport Engineering and Management,Civil Aviation Flight University of China,Guanghan 618307,Sichuan,China;Chengdu Soft Innovation Intelligence Association,Chengdu 610023,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 [2]成都市软创智业研究会,成都610023

出　　处：《科技和产业》2025年第4期165-171,共7页Science Technology and Industry

基　　金：中国民用航空局安全能力项目(MHAQ2024011);大学生创新训练项目(S202310624067)。

摘　　要：为有效提升机场服务质量,采用最优尺度法对2010—2018年中国民用航空局官网机场旅客投诉数据进行时空特征分析。结果表明:时间特征,旅客在运输平季更注重舒适性,运输旺季更注重时效性,运输淡季更注重便捷性;空间特征,华东和中南地区的投诉主题更偏向舒适性,西南和华北地区更偏向时效性,西北和东北地区更倾向便捷性,新疆地区则更注重安全性;对策建议,因时制宜,实现投诉全过程管理,因地制宜,提供差异化服务。In order to effectively enhance the service quality of airports,the optimal scaling method was employed to conduct a spatio-temporal characteristic analysis of the airport passenger complaint data from the official website of the Civil Aviation Administration of China from 2010 to 2018.The following conclusions are as follows.Regarding temporal characteristics,passengers pay more attention to comfortance during the transportation off-season,punctuality during the transportation peak season,and convenience during the transportation low season.Regarding spatial characteristics,the complaint themes in East China and Central-South China regions are more inclined towards comfort,those in Southwest and North China regions are more inclined towards punctuality,those in Northwest and Northeast regions are more inclined towards convenience,and those in Xinjiang region are more concerned about safety.Countermeasure suggestions are provided to tailor measures to suit local conditions to the specific time and manage the whole process of the dealing about complaints.

关 键 词：民航业 机场 旅客投诉 时空特征 对策建议 

分 类 号：U8[交通运输工程]