The Study On Evaluation Method Of Passenger Service Quality On Tianhe Airport

With the improvement of people’s living standards and the popularity of flights,the volume of passenger traffic in the civil airport industry has increased dramatically,and the airport industry has faced new opportunities and challenges.Due to the confusion of the current airport situation,the quality of service of airport passengers has become the focus of attention of the state,airports and individuals.The improvement of the living standard and the decrease of economic pressure make the people pay more attention to the service quality of the airport.The whole service experience of the airport has become an important reference for the customer’s choice,so it has put forward new requirements to the airport service of the civil aviation industry.The improvement of airport service quality helps to promote the efficient operation of airport,and at the same time,enhance the competitiveness of airports and enhance the brand effect of cities.Therefore,to improve the service quality of the airport,it is a meaningful research topic to explore the effective evaluation of the quality of the airport through the effective evaluation of the quality of the airport service from the customer’s point of view.The reference basis of this paper is the effective evaluation of passengers.The advantages and disadvantages of airport service quality are measured through the perspective of passengers,and the status of airport service quality is obtained.Then through the construction of the evaluation model of the airport service quality,and verification of the model calculation,the statistical ideas are integrated into the software system of the evaluation system,and the effective decision support is provided quickly and conveniently.This paper first describes the research background,purpose and significance of the paper,and then combines the evaluation index design principle,constructs the relevant theoretical knowledge of evaluation index system,and then compares and analyzes the method of determining the weight of multiple indexes and the comprehensive evaluation method,and the weight determination method selects the conditional information entropy based on the rough set theory.The method of fuzzy comprehensive evaluation is selected by comprehensive evaluation method,and the feasibility of the method is verified by calculation with specific examples.Then,on the basis of the evaluation model built above,the passenger service evaluation system is developed through VB programming language,which provides convenience for data statistics.Finally,according to the specific situation of Tianhe Airport,the relevant basic service quality improvement strategies are put forward by collecting data and evaluating the quality of service.The evaluation system of airport passenger service quality designed in this paper integrates weight determination method and comprehensive evaluation method into the process of evaluation and analysis of service quality,and relies on the information of passengers’ actual service quality evaluation,and designs and implements the airport service quality evaluation system.The system is used to analyze and summarize the information through the system and to the airport suit.The improvement of service quality provides important decision support.The trial run to Tianhe Airport has positive significance for improving the service quality of the airport.