中文摘要：

为了解贵州机场服务质量现状,对机场进行满意度评价。首先,运用层次分析法建立机场服务质量的评价指标体系;其次,采用基于博弈论的综合集成赋权法确定评价指标权重,并用模糊综合评价法对机场服务质量进行评价分析;最后,根据贵州的地貌特征,以贵阳龙洞堡国际机场、荔波机场和黎平机场为例对贵州机场服务质量进行评价研究。研究结果表明：三个机场的附属设施及换乘水平得分有待提高,拉低了机场服务质量满意度的得分。基于此研究结果,建议机场加大对附属设施及换乘设施的投资力度,提升机场的附属设施水平及换乘水平,从而提升机场的服务满意度。

英文摘要：

In order to understand the present situation of service quality of airports in Guizhou Prov-ince,a satisfaction evaluation of the airports was carried out. Firstly,the evaluation index system of air-port service quality was set up by using analytic hierarchy process. Secondly,the synthetic weighingmethod based on game theory was used to determine the weights of the evaluation index and the fuzzycomprehensive evaluation method was given to evaluate the service quality of the airport. Finally,theGuiyang Longdongbao international airport,Libo airport and Liping airport were taken as examples forempirical research according to the landform of Guizhou Province. The result shows that attached facili-ties and transfer level of the three airports are to be improved,which pulls down the scores of the air-ports′ service quality satisfaction. Based on the results,it is suggested that the airports should increase the investment of the attached facilities and transfer facilities,to improve the attached facilities level andthe transfer level,so as to enhance the service quality of airports in Guizhou Province.