摘要
针对机场服务的流程和特点,基于SERVQUAL模型中服务质量五个维度,建立机场服务质量评价指标体系。采用物元理论构建了机场服务质量评价的多级物元模型,阐述了模型的具体步骤。并以南京禄口国际机场为例进行了实证分析,研究结果表明:禄口机场整体服务质量水平为Ⅱ级,需要在机场排队等待、机场陆侧交通、不正常航班服务、行李差错率及零售餐饮收费等方面作出改进;多级物元模型是机场服务质量评价的一种科学有效的方法。
According to the process and characteristics of airport services, based on five dimensions of quality service in SERVQUAL model, evaluation index system of airport service quality was established. Applied the multilevel matter- element theory into multilevel matter- element model for evaluating airport service quality, and described the concrete steps of model. The assessment model was applied to Nanjing Lukou international airport, the results indicate that： the overall service quality level of Lukou airport is II, and measures should be made to improve the aspects of airport queuing, airport landside traffic, irregu- lar flight service, luggage error rate and retail catering charges ; Multilevel matter- element model is a sci- entific and effective method of airport service quality evaluation.
出处
《航空计算技术》
2013年第4期68-71,共4页
Aeronautical Computing Technique
基金
国家软科学研究计划项目资助(2008GXQ6B141)
关键词
机场
多级物元模型
服务质量
指标体系
评价
airport
multilevel matter- element model
service quality
index system
evaluation
