浙江理工大学硕士专业学位论文
I
摘要
随着航空业务量的发展，航空运输也逐渐从高端化向大众化转变，机场的服
务质量特别是面向航空公司的服务质量也被机场经营者和大众广泛关注。面对高
铁动车、汽运、海运等多种交通运输方式冲击以及周边机场的激烈竞争，温州机
场要凭借高质量的服务来赢得竞争优势，吸引更多航空公司入驻
本文以经典的SERVPERF服务质量评价模型为基础，同时结合民航业特点，
增加一项对航空运输最为重要的“安全性”维度，再参考民航业服务质量评价指
标，构建出面向航空公司的温州机场服务质量评价指标体系。首先，围绕该指标
体系设计探索性调查问卷，开展探索性问卷调查，并对获取的样本数据进行因子
分析。其次，根据探索性因子分析结果，对初始评价指标体系和调查问卷进行修
改完善，再用层次分析法（AHP）确定评价指标体系中各个指标的权重。再次，
运用修改完善后的调查问卷，对面向航空公司的温州机场服务质量进行正式调
查，通过正式调查获取的样本数据对问卷的效度、信度进行检验，再对数据进行
描述性统计分析。根据统计数据结果，结合AHP确定的各指标权重对面向航空
公司的温州机场服务质量进行综合评价。然后，根据服务质量评价结果，再通过
访谈、查阅内部资料等方法对影响面向航空公司的温州机场服务质量的因素进行
分析。最后，根据分析结果，提出具有针对性的面向航空公司的温州机场服务质
量提升建议
本文构建的面向航空公司的温州机场服务质量评价体系，使温州机场能够及
时顺应航空公司需求发展的趋势，调整对航空公司的服务工作，改进机场对航空
公司的服务质量。本文提出的面向航空公司的温州机场服务提升方案，可以有针
对性的提升航空公司对温州机场服务质量，进而提升温州机场的业绩和公众形
象，促进温州机场持续快速发展
关键词：机场；航空公司服务；服务绩效模型；层次分析法；服务质量
浙江理工大学硕士专业学位论文
III
Abstract
With the development of aviation transportion volume, air transportation is also
gradually changing from high-end to mass. The airport service quality,especially the
service quality for airlines, has been widely concerned by airport operators and the
public.Facing the transportation mode of high-speed rail, trucking, shipping and other
impact and fierce competition around the airport, Wenzhou airport need enhance
service quality to win the competitive advantage, to attract more airlines settled.
On the basis of SERVPERF service quality evaluation of the classical model,
increase one of the most important security dimension for the air transportion, then
reference service quality evaluation indexes of civil aviation industry, to build
Wenzhou airport service quality evaluation index system for airlines. First, we design
exploratory questionnaires around the index system, carry out exploratory
questionnaire survey, then analyze the sample data obtained by factor analysis.
Secondly, according to the results of exploratory factor analysis, modified and
improved the initial evaluation index system and questionnaire, then weight each
index in the evaluation index system determined by AHP.Thirdly, conducted a formal
investigation of the service quality of the Wenzhou airport for airline using the revised
questionnaire. The validity and reliability of the questionnaire are tested by the sample
data obtained from the official investigation, and the descriptive statistics analysis is
done with the data. According to the results of the statistical data, the quality of
Wenzhou airport service is evaluated comprehensively on the opposite direction to the
airlines' Wenzhou airport. Then, according to the evaluation results of service quality,
through interviews and internal data, we analyze the factors that influence the service
quality of Wenzhou airport. Finally, propose the suggestion of improving the service
quality of Wenzhou airport.
The airline quality evaluation system of Wenzhou airport built in this paper, so
that Wenzhou airport can timely comply with the trend of airline demand development,
adjust service to airlines, and improve the service quality of airports to airlines. The
airline's Wenzhou airport service upgrading plan proposed in this paper can improve。。。