| In recent years,passenger throughput of China's civil aviation airport continued to increase rapidly.The rapid development of the airport has also brought more service quality problems,such as,the phenomenon of flight delays in general,high passenger complaints and so on.At the same time,the fierce competition in the passenger service industry makes the improvement of airport service satisfaction become more and more important.Airport service satisfaction assessment is the key link.Most of the existing research evaluate airport service satisfaction by fuzzy multi-attribute decision-making method or fuzzy TOPSIS analysis,but hesitation fuzzy evaluation method draws more and more people's attention because it can effectively use the hesitation fuzzy language to express the psychological activities of the evaluators.However,how to introduce the hesitation fuzzy method into the evaluation of airport service satisfaction is not yet seen for the characteristics of intangibility and heterogeneity of airport service.On the basis of collecting and sorting out a large number of domestic and foreign literature,this paper systematically studies the fuzzy evaluation method of airport service satisfaction degree based on fuzzy comprehensive evaluation.First of all,according to the evaluation index of service satisfaction of China Civil Aviation Administration,the airport service satisfaction is divided into six dimensions included airport transportation and airport facilities dimension and so on.Based on the analysis of the factors affecting service satisfaction,an airport service satisfaction evaluation index system included 6 dimensions and 39 indicators established.Secondly,in order to reduce the influence of the subjective judgment on the weight of the index,the OWA operator weighting method is introduced to determine the weight of the dimension layer and the index layer respectively.Furthermore,by using the hesitant fuzzy method,this paper establishes the fuzzy comment set of index layer,and chooses the fuzzy mixed weighted average aggregate operator.By this operator,the index weights of the dimension layer and the index layer are aggregated with theexpert reviews to form the airport service satisfaction evaluation results.Finally,the paper analyzes the service satisfaction of Shanghai Hongqiao Airport and Zhengzhou Xinzheng Airport as an example to illustrate the feasibility of the evaluation method proposed in this paper.A comparative analysis of the two airport satisfaction shows that there is still room for improvement in airport transportation,charging facilities and wireless networks of airport equipment,and abnormal flight ground services.The main contribution of this paper are as follows:? This paper constructs the evaluation index system of airport service satisfaction which embodies the intangible and heterogeneity of airport service.?This paper uses the OWA operator weighting method to determine the weight of the dimension layer and the index layer,which can effectively reduce the influence of subjective judgment on the weight of the index.?The empirical results show that the use of hesitant fuzzy mixed weighted average aggregate operator to aggregate the index weight and expert comment set can improve the accuracy of airport service satisfaction evaluation results.The research of this paper not only provides a set of operational fuzzy evaluation method for airport service satisfaction evaluation,but also can be extended to other industry satisfaction evaluation,which provides theoretical basis and evaluation method for service quality evaluation. |
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