The Evaluation And Empirical Analysis On Civil Airport Service Quality

With the rapid development of China’s economic and the continuous improvement of people’s income level, more and more passengers were tend to choose the faster and more comfortable way of air transport when they plan to travel. For passengers, airport was a distributing center where they stay longer, the passenger were paying more and more intention about their overall experience for the services provided by airport, and the concern of airport service level was also increasing. As one of the key and core parts of the airport operation, airport service level directly reflected the management level of the airport and the airport service quality of airport even directly affect passengers’overall satisfaction and loyalty about the airport. Therefore, how to scientifically and accurately evaluate the civil airport service levels and enhance the service quality management had become an important topic among airport management operators and the civil industry experts.In this paper, on the basis of the airport passenger satisfaction, the cloud model theory was applied into the comprehensive evaluation of airport service quality. firstly the related concepts and contents of the airport service quality was expounded in the paper, after analyzing the process and features of the airport service, five first-level evaluation indexes of airport passenger service quality evaluation were set, which were airport security, airport facilities, airport environment and airport traffic. According to the airport service quality evaluation report, twenty five second-level evaluation indexes were set to build the airport passenger service quality comprehensive evaluation index system.Secondly, based on cloud model, the comprehensive evaluation model of airport passenger service quality was constructed. The combined application of analytic hierarchy process and entropy weight method was used to determine the weights of the whole evaluation indexes. According to the passenger satisfaction questionnaire data cloud model parameters of secondary evaluation index was obtained by reverse cloud computing in the model; Then through comprehensive cloud computing the cloud model parameters of the target layer was calculated, finally the standard cloud model is used to analyze the results of comprehensive evaluation of the airport passenger service quality.In the last part, Chongqing Jiangbei International Airport was taken as an example in the paper, and the established evaluation index system and evaluation method based on cloud theory was applied into the passenger service quality evaluation. The evaluated results showed that compared with the traditional evaluation methods, this method considered the fuzziness and randomness problems in the process of comprehensive evaluation, which had obvious influence on the evaluation results. So the evaluation index system and evaluation method put forward in this paper had a good application value.