基于CRITIC-双向灰色可能度聚类模型的民用机场服务质量评价OA

With the rapid development of the aviation industry,air travel has become one of the most important modes.Improving the service quality of civil aviation airports is crucial to their competitiveness.This study intends to develop a scientific and rational evaluation methodology and framework for assessing service quality in civil aviation airports,thereby providing a theoretical foundation and practical guidance for enhancing service standards in the aviation industry.First,the study constructs a CRITIC-bidirectional grey possibility clustering model,which uses the CRITIC method to determine the weights of indicators and integrates the forward grey possibility clustering model and the inverse grey possibility clustering model to determine possibility functions from two perspectives.Second,a service quality evaluation index system for civil airports is constructed from four dimensions,and the weights of each index within the system are subsequently calculated.Finally,the constructed model is applied to evaluate the service quality of nine domestic civil airports.Based on the clustering results,targeted countermeasures and suggestions are proposed.Empirical results demonstrate that,compared to the traditional grey possibility clustering model,the proposed model balances the objectivity of indicator weighting,the objectivity of possibility function construction,and the simplicity of the computational process,thereby possessing significant theoretical and practical implications.