机场服务满意度犹豫模糊综合评价方法

发布时间：2018-08-25 14:01

【摘要】：近年来,我国民航机场旅客吞吐量持续快速增加。机场的快速发展也带来了更多的服务质量问题,航班延误现象普遍,旅客投诉量居高不下。同时客运服务业的激烈竞争,使得机场服务满意度的提升显得愈发重要。机场服务满意度测评是其关键的环节。国内外现有研究大多以模糊多属性决策方法、模糊TOPSIS分析评价机场服务满意度,而犹豫模糊评价方法由于其能够有效地用犹豫模糊语言表达评价者的心理活动,愈来愈引起人们的关注。然而,如何针对机场服务的无形性、异质性等特征,将犹豫模糊方法引入到机场服务满意度评价中的研究尚未见到。在收集整理大量国内外文献的基础上,以模糊综合评价为理论依据,系统地研究了机场服务满意度犹豫模糊评价方法。首先,借鉴中国民用航空局服务满意度测评指标,将机场服务满意度划分为机场交通、机场设施等六个维度,在对服务满意度影响因素分析的基础上,构建了6维度,39个指标的机场服务满意度评价指标体系。其次,为了降低评价者主观判断对指标权重的影响,引入OWA算子赋权法,分别确定维度层和指标层的权重。进而,利用犹豫模糊方法,建立旅客对指标层的犹豫模糊评语集,并选择犹豫模糊混合加权平均集结算子,分别将维度层和指标层的指标权重与旅客评语集进行集结,形成机场服务满意度评价结果。最后,以上海虹桥机场和郑州新郑机场服务满意度评价为例进行实证分析,说明本文所提出评价方法的可行性。两个机场满意度的对比分析表明:在机场交通、机场设施中的充电设备和无线网络、不正常航班地面服务等方面仍有很大的提升空间。本文的研究特色与创新之处主要表现在:?构建了体现机场服务的无形性、异质性等特点的机场服务满意度的评价指标体系;?利用OWA算子赋权法确定维度层和指标层的权重,可有效地降低评价者主观判断对指标权重的影响。?实证结果显示,选用犹豫模糊混合加权平均集结算子对各指标层的指标权重与专家评语集进行集结,可提高机场服务满意度评价结果的精度。本文的研究不仅为机场服务满意度评价提供了一套可操作的犹豫模糊评价方法,而且该方法可拓展到其他行业的满意度评价中,为服务质量测评提供了理论依据和测评方法。
[Abstract]:In recent years, China's civil aviation airport passenger throughput continues to increase rapidly. The rapid development of airports also brings more service quality problems, flight delays are common, passenger complaints remain high. At the same time, the fierce competition of passenger service industry makes the improvement of airport service satisfaction more and more important. The evaluation of airport service satisfaction is the key link. Most of the existing researches at home and abroad use fuzzy multi-attribute decision-making method, fuzzy TOPSIS analysis to evaluate airport service satisfaction, and hesitant fuzzy evaluation method can effectively express the psychological activities of evaluators with hesitant fuzzy language. People are getting more and more attention. However, in view of the intangibility and heterogeneity of airport service, the research on how to introduce the hesitant fuzzy method into the evaluation of airport service satisfaction has not been seen. On the basis of collecting and sorting out a large number of domestic and foreign literatures and taking the fuzzy comprehensive evaluation as the theoretical basis, this paper systematically studies the fuzzy evaluation method of airport service satisfaction degree. First of all, referring to the service satisfaction evaluation index of China Civil Aviation Administration, the airport service satisfaction is divided into six dimensions, such as airport traffic, airport facilities, and on the basis of the analysis of the influencing factors of service satisfaction. The evaluation index system of airport service satisfaction is constructed with 6 dimensions and 39 indexes. Secondly, in order to reduce the influence of the evaluator's subjective judgment on the index weight, OWA operator weighting method is introduced to determine the weight of dimension layer and index layer respectively. Then, by using the hesitant fuzzy method, the author establishes the hesitant fuzzy evaluation set of the index layer, and selects the hesitant fuzzy mixed weighted average aggregation operator to aggregate the index weights of the dimension layer and the index layer with the passenger comment set, respectively. Form the evaluation results of airport service satisfaction. Finally, this paper takes the service satisfaction evaluation of Shanghai Hongqiao Airport and Zhengzhou Xinzheng Airport as an example to illustrate the feasibility of the evaluation method proposed in this paper. The comparative analysis of satisfaction between the two airports shows that there is still a lot of room for improvement in airport traffic, charging equipment in airport facilities and wireless network, abnormal flight ground service and so on. The research features and innovations of this paper are mainly reflected in:? This paper constructs the evaluation index system of airport service satisfaction which embodies the characteristics of invisibility and heterogeneity of airport service. Using OWA operator weighting method to determine the weight of dimension layer and index layer can effectively reduce the influence of the subjective judgment of the evaluator on the index weight. The empirical results show that the accuracy of the evaluation results of airport service satisfaction can be improved by using the hesitant fuzzy mixed weighted average aggregation operator to aggregate the index weights and expert evaluation sets of each index layer. The research in this paper not only provides a set of operational hesitant fuzzy evaluation method for airport service satisfaction evaluation, but also can be extended to other industry satisfaction evaluation, and provides a theoretical basis and evaluation method for service quality evaluation.
【学位授予单位】：郑州大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F562

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