Method for constructing civil aviation service quality evaluation system

Through the civil aviation service quality evaluation system combining service contact theory and language fuzzy sets, the limitations of traditional evaluation methods are solved, more comprehensive and accurate evaluation is achieved, and scientific guidance on improving service quality is provided.

CN119692848APending Publication Date: 2025-03-25CIVIL AVIATION UNIV OF CHINA +1
0 Cites 0 Cited by

Patent Information

Application Number
CN202411747201.8
Authority / Receiving Office
CN · China
Patent Type
Applications(China)
Current Assignee / Owner
Filing Date
2024-12-02
Publication Date
2025-03-25

AI Technical Summary

Technical Problem

The traditional civil aviation airport service quality evaluation method has the problems of single evaluation dimensions, lack of comprehensiveness, and the inability to accurately handle fuzzy evaluation information of passengers.

Method used

By introducing service contact theory, a civil aviation service quality evaluation system is built, including three core dimensions: technical contact, human-to-person contact, human-to-system contact, and combined with language hesitation fuzzy sets and cloud models, dealing with the transformation of qualitative and quantitative evaluation.

Benefits of technology

It has achieved a more comprehensive and accurate capture of the real evaluation of passengers, adapted to the ambiguity and uncertainty of evaluation, provided more scientific and accurate service quality evaluation results, and helped airport managers formulate effective improvement strategies.

✦ Generated by Eureka AI based on patent content.
Patent Text Reader

Abstract

The invention discloses a method for constructing a civil aviation service quality evaluation system, and relates to the technical field of services. The method comprises the following steps: establishing an evaluation system framework: comprehensively and deeply introducing a service contact theory into civil aviation service quality research, deeply analyzing three key aspects of contact type and mode, contact level and depth, and contact management and optimization, and establishing an evaluation system framework in the aspect of contact type and mode; and various types of contact, including face-to-face contact, telephone contact, network contact and the like, between people, between people and machines, between people and the environment and the like are fully covered. According to the airport service quality evaluation method, by considering the problem that passengers are difficult to evaluate by using determined numerical values in airport service quality evaluation, a language hesitation fuzzy set and an uncertain membership degree language fuzzy set are introduced, so that the passengers can evaluate by using a plurality of natural language values and uncertain membership degrees; complex psychology and fuzzy perception of passengers in an actual evaluation scene are better met, and fuzziness and randomness are processed in combination with a cloud model.
Need to check novelty before this filing date? Find Prior Art