Abstract
In order to evaluate the quality of the air passenger service objectively and accurately, based on analyzing the characteristics of comprehensive evaluation of service level, and applied the theory of Maslow’s hierarchy of need, the evaluation index system of air passenger service quality has been built from six aspects, such as objective, economy, service, quickness, comfort and convenience. The evaluation index weight vector is determined by means of the improved analytic hierarchy process. The fuzzy theory is used for comprehensive evaluation, and the model is analyzed through example. The results show that the evaluation system can effectively reflect the level of air passenger transport service quality and reduce the influence of human factors.
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