本文選題：民航機場 + 公共服務質(zhì)量�。� 參考：《天津大學》2013年碩士論文

【摘要】：中國民航機場行業(yè)到目前為止已經(jīng)有了幾十年的歷史。隨著市場經(jīng)濟飛速發(fā)展，各行各業(yè)都在市場的大潮中跌宕起伏，民用機場行業(yè)也不例外。其作為航空運輸?shù)妮d體和公共基礎設施，在人們?nèi)粘３鲂蟹矫姘缪菡咴絹碓街匾慕巧５瑫r，也不可避免的要加入到市場競爭中去。隨著人民生活水平的提高，民眾對公共交通的選擇不再僅注重經(jīng)濟效益，而是更加注重服務體驗。所以民航機場在充分發(fā)揮自身安全、便捷的優(yōu)勢下，還應加大對服務質(zhì)量的管理力度。最近幾年，大部分機場都意識到服務質(zhì)量在產(chǎn)生經(jīng)濟效益方面的重要作用，也在不斷提出各項措施，但是這些措施和標準的制定多數(shù)是機場相關(guān)領(lǐng)導人員所制定的，他們都是從自身角度為參考，不能代表全部旅客的需求，且公布的措施標準不一、差異性較大，不能形成統(tǒng)一的標準。 本文首先對研究背景、目的、內(nèi)容和方法進行了說明，對重要概念做出詮釋并對國內(nèi)外研究現(xiàn)狀做了回顧。其次，通過對我國民航機場公共服務質(zhì)量評價系統(tǒng)現(xiàn)狀的分析，確定了建立機場公共服務質(zhì)量評價體系的目標和必要性。接著根據(jù)評價體系建立的原則和步驟，建立民航機場公共服務質(zhì)量評價體系，，對指標進行篩選和量化，采用旅客滿意度調(diào)查的方法得到各指標的得分，利用層次分析法等算法確定各評價指標的權(quán)重分配，完成了我國民航機場公共服務質(zhì)量評價體系的構(gòu)建。最后以天津濱海國際機場為例，運用建立的民航機場公共服務質(zhì)量評價體系進行分析，找出天津機場運行中的短板和不足，提出加強機場公共服務質(zhì)量管理的策略。
[Abstract]:Up to now, the civil aviation airport industry of China has a history of several decades. With the rapid development of market economy, all walks of life are in the market tide ups and downs, civil airport industry is no exception. As a carrier of air transportation and public infrastructure, it plays an increasingly important role in people's daily travel. But at the same time, it is inevitable to join the market competition. With the improvement of people's living standard, people's choice of public transportation is not only economic benefit, but service experience. Therefore, civil aviation airport should strengthen the management of service quality under the advantage of giving full play to its own safety and convenience. In recent years, most airports have been aware of the important role of service quality in generating economic benefits and are constantly proposing measures, but most of these measures and standard-setting have been developed by airport leaders, They are all for reference from their own point of view, can not represent the needs of all passengers, and the standards of the measures published are different, the differences are large, and they cannot form a unified standard. First of all, this paper explains the background, purpose, content and methods of the research. The important concepts are explained and the current research situation at home and abroad is reviewed. Secondly, through the analysis of the present situation of civil aviation airport public service quality evaluation system in China, the objective and necessity of establishing the airport public service quality evaluation system are determined. Then according to the principles and steps of the establishment of the evaluation system, establish the civil aviation airport public service quality evaluation system, screening and quantifying the indicators, using the passenger satisfaction survey method to get the score of each index. By using AHP algorithm to determine the weight distribution of each evaluation index, the evaluation system of public service quality of civil aviation airport in China is constructed. Finally, taking Tianjin Binhai International Airport as an example, this paper analyzes the public service quality evaluation system of civil aviation airport, finds out the shortcomings and shortcomings in the operation of Tianjin airport, and puts forward some strategies to strengthen the management of airport public service quality.
【學位授予單位】：天津大學
【學位級別】：碩士
【學位授予年份】：2013
【分類號】：F562.6

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本文編號：1996167