Dynamic Evaluation of China's Aviation Comprehensive Service Quality Based on AHP-FCE Model

Zhang, R.; Zhang, C.; Dong, Y.; Hu, H.; Zhang, X.; Chen, W.; He, X.

The paper uses the literature research method to establish a comprehensive service quality evaluation system for China's aviation with 4 services, such as air service, ground service, which are the first-level indicators and 20 specific services as the second-level indicators;and a key service quality evaluation system during the epidemic period with 7 services, such as disinfection service and body temperature monitoring services as the first-level indicators and 23 specific services as second-level indicators. With the help of aviation service data from 2017 to 2020, we dynamically evaluate the service quality of China's aviation under normal conditions and epidemic situation by Analytical Hierarchy Process and Fuzzy Comprehensive Evaluation method. In addition, based on customer satisfaction, a method of Important Quadrant Model was proposed to display the evaluation results and provide service improvements suggestion. The paper establishes a common and personalized indicator system, uses the AHP-FCE method and combines aviation service satisfaction data to dynamically evaluate the quality of aviation services, and improves the scientificity and objectivity of the evaluation. © 2021 IEEE.