基于D-S证据的航班延误补救服务质量研究

An Evaluation Study of Services Quality on Flight Delays Remediation Based on D-S Evidence Theory

从服务补救理论角度出发,基于SERVQUAL构建了航班延误补救服务质量模型,通过对延误补救服务乘客满意度的调查,运用D-S证据理论的方法,结合熵值赋权法定量地对我国航班延误补救服务质量进行综合评价。研究结果显示:航班延误补救服务质量水平的乘客满意度处于不满意到可以接受的评级。绝大多数被调查者对航班延误补救服务质量水平的评价为"不满意",而"满意"只是极少部分乘客的感知。因此,航空公司应采取有效措施改进延误补救的服务质量。

In the perspective of service recovery theoretical,this article construct a model of flight delays remedies quality of service based on SERVQUAL（ Service Quality）. Through the passenger satisfaction surveys,using the D- S evidence theory method,this artical evaluate the flight delays remedies quality of service quantitatively. The results show： flight delays remedies quality of service in passenger satisfaction levels are not satisfied to an acceptable rating. The vast majority of respondents to remedy flight delays QOS levels evaluated as ＂ unsatisfactory＂ and ＂ satisfied＂ only a very small part of the perception of passengers.Thus,airlines should take effective measures to improve the quality of service to remedy delays.