Abstract
The civil aviation passenger service evaluation is a big system including airline services, airport facilities and transport. Determining the representative indexes and quantifying the interrelationships between them is a significantly important but complex challenge. Thirty six indexes were selected that involved the Ground Service, the In-flight Service and the Perception Service. Then the direct and indirect relationships were identified between these indexes. Specifically, Interpretative Structural Modeling (ISM) was used to analyze the system, after determined the reach ability matrix, decomposed the indexes into different levels, the seven levels of estimate index system of civil aviation service were established.
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