基于DEA模型的国内航空公司服务绩效评价方法

An Evaluation of Domestic Airlines'Service Performance Based on DEA Model

航空公司的服务绩效评价是能否提高航空公司服务质量的核心,现有的航空公司服务绩效评价方法由于存在缺乏科学的评价手段和主观性较强等问题,已经不能准确和完整地描述实际工作中影响航空公司服务质量的因素,为了对其进行优化和完善,根据航空公司服务绩效评价的特点,建立新的服务质量评估方法,选用DEA模型对其分析,得到了国内四大航空公司服务绩效的相对有效性、规模有效性与技术有效性,较传统方法进一步降低了主观性。最后通过实际算例分析,表明了新方法的科学性和实用性。

Evaluation of service performance plays a critical role in ensuring airline′s service quality improvement.Due to lack of efficient evaluation methods and strong subjectivity,the existing system does not have the ability to accurately and thoroughly evaluate the elements affecting the airline service performance.To optimize the evaluation methods based on airline′s special features,this paper uses DEA model to establish new evaluation method to achieve relative effectiveness,scale effectiveness,technical effectiveness and lower subjectivity compared to traditional methods.Actual data from China′s four big airlines will be utilized in the model to demonstrate the new method′s feasibility and efficiency.