Improving Service Quality Measurement with Servqual: Evidence from Airport Industry

This study aims to conduct a systematic examination of airport Service Quality. Firstly, this paper constructs the airport service quality evaluation system using interview method, literature method and experience summary method. Secondly, this paper uses PSM-Entropy weight method to measure the index weight of airport service quality evaluation system. Finally, this paper grades the level of airport service quality. Specifically, this paper divides the airport service quality evaluation system into 5 first-level indicators and 80 s-level indicators. Then this paper uses PSM-Entropy weight method to determine the weight of primary and secondary indicators, in which the responsiveness weight is the highest (0.2465) and the empathy weight is the lowest (0.1626). Finally, through the service quality rating, it is found that the airport service quality is at the four-star service level and needs to be further improved.