摘要
在阐述首都国际机场航空地面物流发展现状及存在的主要问题基础上,利用SERVQUAL量表及KANO模型构建了航空地面物流服务质量初始评价体系。运用探索性因子分析方法对该评价体系进行了修正,并结合FAHP法对首都国际机场航空地面物流业务进行综合评价,最后根据评价结果提出了树立以客户为中心的服务理念,实施地面物流业务外包精细化管理;改善机场地面物流服务基础设施,提升地面物流服务运作信息化水平;借鉴香港国际机场、广州白云机场相关管理经验,强化航空物流人才培养等对策建议。
Based on stating the status quo and main problem of aviation ground logistics of Capital International Airport, this paper uses SERVQUAL table and KANO mode to build the initial evaluation system for aviation ground logistics service quality, uses explorative factor analysis to correct the evaluation system, combines with FAHP method to make comprehensive evaluation of aviation ground logistics service business of Capital International Airport, and puts forward countermeasures of building service concept of customer as center; implementing fine management of ground logistics service outsource; improving infrastructure of airport ground logistics service,enhancing operational informatization level of ground logistics service; strengthening aviation logistics talents training referenced by Hong Kong International Airport and Guangzhou Baiyun International Airport.
出处
《价格月刊》
北大核心
2018年第12期50-56,共7页
基金
国家自然科学基金项目“基于云平台技术跨境物流联盟运作机制与决策优化研究”(编号:71772016)
关键词
航空地面物流
服务质量评价体系
案例研究
aviation ground logistics
service quality evaluation system
case analysis
