부산대학교 도서관

In recent years, the number of flights in China has been increasing year by year, and more and more passengers choose airplanes as a means of travel. With the fierce international and domestic market competition among aviation enterprises, passengers have higher and higher requirements for service quality. Therefore, this paper establishes a scientific and comprehensive comprehensive evaluation index system and gives weight to each evaluation index, and based on an example, uses fuzzy comprehensive evaluation method to comprehensively evaluate the current airline passenger satisfaction level. Through the evaluation and analysis of passenger satisfaction, we can find the weak links in airline services, so as to carry out corresponding improvement and quality control, and finally realize total quality management, thus providing reference for improving and improving the quality and level of airline transportation services and improving the comprehensive competitiveness of airline transportation.