Research On Evaluation Of Civil Aviation Airport Service Quality Based On Cloud Model

With the improvement of people's living standard,air transportation has become an important transportation tool for people to travel.It has contributed to the rapid development of air transport.The rapid development of the air transport industry is both an opportunity and a challenge for the industry.In recent years,the data of the Chinese civil aviation administration displays that the number of air service complaints has been increasing.So,to establish scientific and perfect the airport service quality evaluation system and choose reasonable evaluation methods is of great significance to improve the airport service quality and the passenger's satisfaction.In this paper,on the basis of analyzing the research literature at home and abroad,reference the civil aviation transportation industry standards,the civil aviation airport service quality evaluation was studied.we summarize the quality of service and cloud model method research status at home and abroad,and state the related theory of service quality of civil aviation airport and introduce the service object and flow and characteristics of airport;On the basis of other documents,a comprehensive evaluation system for airport service quality was established by combining the data of passenger complaints for China civil aviation administration and the airport service process and the principle of establishing the assessment index system and the industry standard;On the basis of the analytic hierarchy process(AHP),considering uncertainty of experts on indicators and combining the methods of cloud model,index weight is obtained by using the method of AHP combined with cloud model;Based on the theory of linguistic hesitant fuzzy sets and cloud model,we have proposed an uncertain membership degree linguistic cloud model and studied the computational formulas and characters for the uncertain membership linguistic fuzzy sets and defined the uncertainty membership degree interval integrated cloud;a cloud of uncertainty membership degree linguistic model is applied to the M airport service quality evaluation,By means of questionnaires,we collected passengers' actual perception of airport service value and expectation,and measured the excellent or fall of quality of service by the distance;We analyzed existing problems of the M airport services and offered improvement measures for M airport by the evaluation results,which has a certain theoretical significance and practical significance for improving service quality and customer satisfaction.