基于模糊决策方法的枢纽机场服务质量评价研究

发布时间：2018-10-20 11:45

【摘要】：枢纽机场服务是旅客乘机和中转的基本保障之一,是枢纽机场良性发展的必要前提。近年来,随着枢纽机场旅客吞吐量的增加,其服务环节中暴露的问题也越来越多。旅客在乘机时除了基本的出行需求外,还在中转便利性、安全性等方面提出了更高的要求。因此,从旅客视角对枢纽机场服务质量进行科学的评价,找出机场服务的薄弱环节,是机场管理者应该解决的重要问题。鉴于此,本文旨在构建枢纽机场服务质量评价指标体系和科学的评价模型。首先,本文对国内外研究现状进行梳理和总结,分析国内外研究的可借鉴之处和不足之处,并对相关理论和评价方法进行阐述。其次,建立枢纽机场服务质量影响因素概念模型,对枢纽机场服务质量影响因素进行分析。以此为基础进行指标选取,建立枢纽机场服务质量评价指标体系。然后,引入语言分量的概念,建立基于模糊Topsis、模糊灰色关联度和模糊VIKOR方法的组合评价模型,对五个枢纽机场的服务质量进行实证分析,并针对各机场的评价结果提出服务中存在的问题。最后,结合评价指标体系中各指标的重要程度和评价结果,从中枢航线网络建设、周边交通管理等方面提出枢纽机场服务质量提升的建议。
[Abstract]:Hub airport service is one of the basic guarantees for passenger travel and transit, and is the necessary prerequisite for the benign development of hub airport. In recent years, with the increase of passenger throughput of hub airport, more and more problems are exposed in its service links. Passengers in addition to the basic travel needs, but also in transit convenience, security and other aspects of higher requirements. Therefore, it is an important problem for airport managers to evaluate the service quality scientifically and find out the weak links of airport service from the perspective of passengers. In view of this, the purpose of this paper is to construct the evaluation index system and scientific evaluation model of airport service quality. First of all, this paper summarizes the current situation of domestic and foreign research, analyzes the domestic and foreign research can be used for reference and shortcomings, and describes the relevant theory and evaluation methods. Secondly, the conceptual model of the influencing factors of the service quality of the hub airport is established, and the influencing factors of the service quality of the terminal airport are analyzed. Based on this, the evaluation index system of terminal airport service quality is established. Then, by introducing the concept of language component, the combined evaluation model based on fuzzy Topsis, fuzzy grey correlation degree and fuzzy VIKOR method is established, and the service quality of five hubs is analyzed empirically. At the same time, the problems existing in the service are put forward according to the evaluation results of each airport. Finally, combining with the important degree and evaluation results of each index in the evaluation index system, the paper puts forward some suggestions for improving the service quality of hub airports from the aspects of central route network construction and peripheral traffic management.
【学位授予单位】：中国民航大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F562

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