绿色理念下的机场旅客服务质量评价体系构建研究

Research on Construction of Airport Passenger Service Quality Evaluation System Based on Green Concept

为了迎合绿色民航发展趋势,丰富和拓展机场旅客服务质量研究内容,引入“绿色机场”理念,结合原有机场服务质量评价体系研究,构建了高阶机场旅客绿色服务质量评价模型,形成了机场旅客绿色服务质量评价量表,基于问卷调查数据针对该模型实施实证研究,结果表明:高阶机场旅客绿色服务质量评价模型拟合度良好,机场旅客绿色服务质量评价量表具有较高的可靠性和稳定性,可以基于旅客感知角度对机场旅客实施机场绿色服务质量评估。

In order to meet the development trend of green civil aviation and enrich,expand the research contents of airport passenger service quality,this paper introduces the concept of“Green Airport”,constructs the evaluation model of high-level airport passenger green service quality by referring to the original airport service quality evaluation model,and forms the airport passenger green service quality evaluation scale.The results show that the model has good fitting degree and the scale has high reliability and stability,which can be used to evaluate the airport passenger green service quality appraisal based on passenger perception.