<abstract xmlns="http://www.w3.org/1999/xhtml">

This paper aims to improve the service quality of Chinese civil aviation and objectively evaluate the service quality of Chinese civil aviation through the DEA model. Based on <italic>C</italic>2<italic>R</italic> model and <italic>C</italic>2<italic>GS</italic>2 model, the DEA model is optimized and improved to establish <italic>C</italic>2<italic>WH</italic> model. Based on the principle of the gray correlation cone of constraints, a gray correlation cone of constraints DEA model is established, and the optimized DEA budget process is constructed. Using the gray correlation constraint cone DEA model to budget and evaluate the service quality data of Chinese civil aviation, combined with the data analysis, the strategy to improve IT intelligence and flight transit service level is proposed. The results show that the items of baggage claim speed, security check waiting time and the Internet have the lowest scores, which are below 4.40. Catering facilities and charges and flight information screen also scored low, below 4.45. The number of passengers checking in for their boarding passes through self-check-in is growing rapidly at a rate of 18%, with this segment exceeding 50% of total passengers. Airport signage optimization resulted in a 45% reduction in airport traffic. This study is beneficial to improve the science of service quality evaluation of civil aviation in China.
</abstract>

This paper aims to improve the service quality of Chinese civil aviation and objectively evaluate the service quality of Chinese civil aviation through the DEA model. Based on C2R model and C2GS2 model, the DEA model is optimized and improved to establish C2WH model. Based on the principle of the gray correlation cone of constraints, a gray correlation cone of constraints DEA model is established, and the optimized DEA budget process is constructed. Using the gray correlation constraint cone DEA model to budget and evaluate the service quality data of Chinese civil aviation, combined with the data analysis, the strategy to improve IT intelligence and flight transit service level is proposed. The results show that the items of baggage claim speed, security check waiting time and the Internet have the lowest scores, which are below 4.40. Catering facilities and charges and flight information screen also scored low, below 4.45. The number of passengers checking in for their boarding passes through self-check-in is growing rapidly at a rate of 18%, with this segment exceeding 50% of total passengers. Airport signage optimization resulted in a 45% reduction in airport traffic. This study is beneficial to improve the science of service quality evaluation of civil aviation in China.

Research on service quality evaluation and improvement strategy of Chinese civil aviation based on DEA model

Department of Aviation Service and Management

Changsha Aeronautical Vocational and Technical University

Department of Physical Education Department

Applied Mathematics and Nonlinear Sciences

This work is licensed under the Creative Commons Attribution 4.0 International License.

This paper aims to improve the service quality of Chinese civil aviation and objectively evaluate the service quality of Chinese civil aviation through the DEA...

Research on service quality evaluation and improvement strategy of Chinese civil aviation based on DEA model

Published Online: Oct 11, 2023

Page range: -

Received: Nov 29, 2022

Accepted: Apr 21, 2023

DOI: https://doi.org/10.2478/amns.2023.2.00579

Keywords
DEA model, Association constraint cone, Gray correlation, Quality evaluation, IT intelligence

© 2023 Xiaohua Wu et al., published by Sciendo

This work is licensed under the Creative Commons Attribution 4.0 International License.

Research on service quality evaluation and improvement strategy of Chinese civil aviation based on DEA model

Published Online: Oct 11, 2023

Page range: -

Received: Nov 29, 2022

Accepted: Apr 21, 2023

DOI: https://doi.org/10.2478/amns.2023.2.00579

KeywordsDEA model, Association constraint cone, Gray correlation, Quality evaluation, IT intelligence

© 2023 Xiaohua Wu et al., published by Sciendo

This work is licensed under the Creative Commons Attribution 4.0 International License.

Keywords
DEA model, Association constraint cone, Gray correlation, Quality evaluation, IT intelligence