航空地面物流服务质量评价模型研究——以首都国际机场为例
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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.
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.
引文
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[15]吴保德.B2C网络购物环境下快递企业服务质量评价[J].中国流通经济,2017(8):22-31.
[2]胡冰.基于产业竞争力视角分析我国航空物流产业运行机制[J].价格月刊,2015(12):70-75.
[3]谭慧芳,杨扬.我国区域中心城市航空物流与宏观经济的匹配性及空间分布研究[J].人文地理,2016(1):102-107.
[4]陈树志.基于区域分工的京津冀航空物流协同发展研究[J].中国统计,2017(6):67-69.
[5]王曼曼,沈丹阳,齐晓云.京津冀航空物流产业协同发展评价[J].价格月刊,2017(7):74-78.
[6]张学龙,王军进,罗辉,等.广西航空物流竞争力FCE-AHP评价模型研究[J].数学的实践与认识,2016(24):49-59.
[7]许诚.基于主成分分析法的机场航空物流发展影响因素分析---以迪拜机场为例[J].天津科技,2016(11):65-70.
[8]石学刚,苗田丰.临空经济区航空物流业发展影响因素分析[J].物流技术,2014(11):221-223.
[9]张莉,姚津津,胡华清.我国航空货运服务链相关问题分析及对策[J].综合运输,2013(1):22-28.
[10]李善玲,王鹏,乔木.京津冀地区航空物流能力评价体系分析[J].现代管理科学,2014(3):97-99.
[11]RINEHARTLM,COOPERMB,WAGENHEIMGD.Furthering the integration of marketing and logistics through customer service in the channel[J].Journal of the Academy of Marketing Science,1989(4):63-71.
[12]MENTZERJT,FLINTDJ,KENTJT.Developing a Logistics Service Quality Scale[J].Journal of Business Logistics,1999(1):9-32.
[13]PARASURAMMANA,ZEITHALMVALAR-IEA,BERRYLEONARDL.SERVQUAL:A Multiple-item Scale for Measuring Consumer Perceptions of Service Quality[J].Journal of Retailing,1988(1):12-40.
[14]魏国辰,赵明凤.我国钢铁行业电子商务物流服务质量研究[J].物流技术,2014(4):38-40.
[15]吴保德.B2C网络购物环境下快递企业服务质量评价[J].中国流通经济,2017(8):22-31.