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

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 C2 R 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. © 2023 Xiaohua Wu and Xiaobo Yang, published by Sciendo.