一种基于增益水平激励的航空公司服务质量动态综合评价模型
A Dynamic Comprehensive Evaluation Model of Airline Service Quality Based on Gain Level Excitation

针对不同航空公司在连续时间内的投诉率变化问题，依据不同时间点上静态服务质量增长率差异设定奖励和惩罚机制，提出了一种基于增益水平激励的航空公司服务质量动态综合评价模型。首先，确定全部航空公司的优劣增益水平，据此计算每个航空公司在不同时间点的优劣激励点；其次，引入优劣激励因子，计算不同航空公司相对于优劣激励点的“奖励”和“惩罚”，据此得出最终的动态综合评价值。最后，以民航局2020年1~9月份统计数据为例，分析天津航空等十家公司的动态服务质量，并分析不同优劣激励因子对它们排名的影响，从而验证模型的有效性。
Aiming at the change of complaint rate of different airlines in continuous time, according to the difference of static service quality growth rate at different time points, a dynamic comprehensive evaluation model of airline service quality based on gain level incentive was proposed. Firstly, the advantages and disadvantages of all the airlines’ gain level is determined, according to which the advantages and disadvantages of each airline incentive points at different time points are calculated. Secondly, the advantages and disadvantages of incentive factors are introduced to calculate the “reward” and “punishment” of different airlines relative to the advantages and disadvantages of incentive points, so as to obtain the final dynamic comprehensive evaluation value. Finally, taking the statistical data of Civil Aviation Administration from January to September in 2020 as an example, the dynamic service quality of ten companies such as Tianjin Airlines is analyzed, and the influence of different incentive factors on their ranking is analyzed, so as to verify the effectiveness of the model.