航空旅客满意度模糊评价方法和策略研究.pdfVIP

Proceedings of the 29th Chinese Control Conference July 29-31, 2010, Beijing, China 航空旅客满意度模糊评价方法与策略研究* 1 1 2 谢春生 ，王玉 ，王晓敏 1.中国民航大学空中交通管理学院, 天津 300300 E-mail: xiechunshengcauc@ 2. 天津滨海国际机场, 天津 300300 E-mail: wangxiaomin97@ 摘 要 从航空旅客满意度综合评价指标权重及隶属度矩阵两方面研究航空旅客满意度的指标体系，采用模糊综 合评价方法，构建航空旅客满意度评价模型，结合调查问卷的统计结果，确定目前航空旅客满意度及各指标分值， 最后根据研究结果对旅客意见较大的五方面提出改进策略，对提高航空旅客满意度与服务质量有着一定的指导意 义。 关键词 航空运输, 满意度, 模糊评价, 满意度指标 On Fuzzy Comprehensive Evaluation Method and Strategy for Aviation Passenger Satisfaction 1 1 2 XIE Chunsheng , WANG Yu ,WANG Xiaomin College of Air Traffic Management, Civil Aviation University of China, Tianji n 300300, P. R. China E-mail: xiechunshengcauc@ 2. Tianji n Binhai International Airport, Tianji n 300300, P. R. China E-mail: wangxiaomin97@ Abstract: Based on the aviation passenger satisfaction indices and subj ection matrix, this paper presents an evaluation system about aviation passenger satisfaction degree firstly. According to comprehensive multi-level fuzzy evaluation method, it builds the fuzzy comprehensive evaluation model for the degree of aviation passenger satisfaction. Then, it determines indices about aviation passenger satisfaction and the total degree with the statistical result of questionnaire investigation. Finally, it advances improving mearures for five dissatisfied aspects, which is the key point in improving aviation passenger satisfaction and service quality. Key Words: Aviation Transportation, Satisfaction Degr