The aim of this paper is to propose a multi-criteria decision-making approach, combining the ‘analytic hierarchy process’ (AHP) and ‘technique for order preference by similarity to ideal solution’ (Topsis) for the quantitative assessment of airport service quality so as to increase the objectivity and reliability of the results. The criteria hierarchy with quantitative indicators is established to make up for the deficiencies of previous evaluation criteria. Some of these indicators are improvements to the qualitative indicators that are commonly mentioned, and some have been only rarely taken into account in previous research studies or evaluation activities, but are also very important. An empirical study for evaluating the service quality of four major international airports in China is presented to illustrate the superiority and rationality of the criteria system and method. This comprehensive method not only helps to obtain the overall ratings of the airports, as well as the specific weaknesses and advantages in particular service items, but also improves the efficiency and increases the credibility and objectivity of the results. Finally, some interesting conclusions are obtained and some targeted measures are offered to the four airports for improvement of the service level.

中文翻译：

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基于改进层次分析法和Topsis方法的机场服务质量评价研究

本文的目的是提出一种多标准决策方法，结合“层次分析法”（AHP）和“通过与理想解决方案相似的顺序偏好技术”（Topsis）对机场服务质量进行定量评估。以增加结果的客观性和可靠性。建立量化指标的标准层次，弥补以往评价标准的不足。这些指标有些是对常被提及的定性指标的改进，有些在以往的研究或评估活动中很少被考虑，但也非常重要。通过对我国四大国际机场服务质量评价的实证研究，说明该标准体系和方法的优越性和合理性。这种综合方法不仅有助于获得机场的整体评分，以及特定服务项目的具体弱点和优势，而且提高了效率，增加了结果的可信度和客观性。最后，得出了一些有趣的结论，并提出了针对四个机场提升服务水平的针对性措施。同时也提高了效率，增加了结果的可信度和客观性。最后，得出了一些有趣的结论，并提出了针对四个机场提升服务水平的针对性措施。同时也提高了效率，增加了结果的可信度和客观性。最后，得出了一些有趣的结论，并提出了针对四个机场提升服务水平的针对性措施。