民航机场公共服务质量评价研究

发布时间：2018-06-08 14:49

本文选题：民航机场 + 公共服务质量　；参考：《天津大学》2013年硕士论文

【摘要】：中国民航机场行业到目前为止已经有了几十年的历史。随着市场经济飞速发展，各行各业都在市场的大潮中跌宕起伏，民用机场行业也不例外。其作为航空运输的载体和公共基础设施，在人们日常出行方面扮演者越来越重要的角色。但同时，也不可避免的要加入到市场竞争中去。随着人民生活水平的提高，民众对公共交通的选择不再仅注重经济效益，而是更加注重服务体验。所以民航机场在充分发挥自身安全、便捷的优势下，还应加大对服务质量的管理力度。最近几年，大部分机场都意识到服务质量在产生经济效益方面的重要作用，也在不断提出各项措施，但是这些措施和标准的制定多数是机场相关领导人员所制定的，他们都是从自身角度为参考，不能代表全部旅客的需求，且公布的措施标准不一、差异性较大，不能形成统一的标准。本文首先对研究背景、目的、内容和方法进行了说明，对重要概念做出诠释并对国内外研究现状做了回顾。其次，通过对我国民航机场公共服务质量评价系统现状的分析，确定了建立机场公共服务质量评价体系的目标和必要性。接着根据评价体系建立的原则和步骤，建立民航机场公共服务质量评价体系，，对指标进行筛选和量化，采用旅客满意度调查的方法得到各指标的得分，利用层次分析法等算法确定各评价指标的权重分配，完成了我国民航机场公共服务质量评价体系的构建。最后以天津滨海国际机场为例，运用建立的民航机场公共服务质量评价体系进行分析，找出天津机场运行中的短板和不足，提出加强机场公共服务质量管理的策略。
[Abstract]:Up to now, the civil aviation airport industry of China has a history of several decades. With the rapid development of market economy, all walks of life are in the market tide ups and downs, civil airport industry is no exception. As a carrier of air transportation and public infrastructure, it plays an increasingly important role in people's daily travel. But at the same time, it is inevitable to join the market competition. With the improvement of people's living standard, people's choice of public transportation is not only economic benefit, but service experience. Therefore, civil aviation airport should strengthen the management of service quality under the advantage of giving full play to its own safety and convenience. In recent years, most airports have been aware of the important role of service quality in generating economic benefits and are constantly proposing measures, but most of these measures and standard-setting have been developed by airport leaders, They are all for reference from their own point of view, can not represent the needs of all passengers, and the standards of the measures published are different, the differences are large, and they cannot form a unified standard. First of all, this paper explains the background, purpose, content and methods of the research. The important concepts are explained and the current research situation at home and abroad is reviewed. Secondly, through the analysis of the present situation of civil aviation airport public service quality evaluation system in China, the objective and necessity of establishing the airport public service quality evaluation system are determined. Then according to the principles and steps of the establishment of the evaluation system, establish the civil aviation airport public service quality evaluation system, screening and quantifying the indicators, using the passenger satisfaction survey method to get the score of each index. By using AHP algorithm to determine the weight distribution of each evaluation index, the evaluation system of public service quality of civil aviation airport in China is constructed. Finally, taking Tianjin Binhai International Airport as an example, this paper analyzes the public service quality evaluation system of civil aviation airport, finds out the shortcomings and shortcomings in the operation of Tianjin airport, and puts forward some strategies to strengthen the management of airport public service quality.
【学位授予单位】：天津大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F562.6

【参考文献】