I 摘要 随着国内民航业的高速发展，新理念、新技术的广泛应用促使航空公司更加关 注旅客服务水平的提升。在此背景下，国内航空企业越来越重视对航旅服务相关工 作人员的培训体系和培训大纲建设工作。培训部门每年花费大量人力、物力和财力 组织培训，年均培训上千人次。每次培训后都会对参训人员进行考核，考核结果也 往往表现良好。然而在实际工作中参训人员发现，他们所接受的培训似乎对工作改 进没有起到明显有效作用。所以，为了评判企业投入的培训人力、物质和资金是否 取得了预期效果，培训体系运行是否有效，需要建立一套更加科学客观的评价机制 和方法。 本文以G公司旅客服务人员培训项目（简称“旅服人员培训项目”）为研究对 象，在对国内外关于培训效果管理及效果评价的相关文献进行回顾与分析的基础 上，先后对培训效果的定义和特点进行了阐述，并列举了常见的几种培训项目效果 评价方法。论文借助文献中柯式模型（Kirkpatrick Model）提出的反应层、学习层、 行为层和结果层四个方面构建了针对G公司旅服培训项目的评价指标体系，并运 用AHP（层次分析法）进行指标权重计算。在此基础上，利用层次分析法（AHP） 构建了符合G公司内部培训特点的培训效果评价指标层次结构，并利用专家法计 算出指标的权重。在实际评价过程中，针对评价人员难以精确给出各项指标分数的 情况，运用模糊层次分析法对G公司旅服培训项目制定综合评价，并按照评价结 果划分标准进行判断。最后通过对评价结果的分析，发现G公司旅服培训项目存 在的问题，并提出了相应的改进建议。本论文提出的评价指标体系和评价方法，可 为G公司和我国其它航空公司类似旅客服务人员培训项目的评价提供借鉴，并有 助于航空公司提升客服服务水平。 关键词：航空公司，培训效果，模糊综合评价 ABSTRACT II ABSTRACT With the rapid development of the domestic civil aviation industry, the widespread application of new ideas and technologies has prompted airlines to pay more attention to the improvement of passenger service levels. With this background, domestic aviation companies have paid more attention to the construction of training systems and training outlines for aviation service staff. Each year the training department spends a lot of manpower, material resources and financial resources to organize training and it trains thousands of people every year. After each training, the trainees will be evaluated, and the results will often perform well. However, participants found that the training they received did not seem to have a significant effect on improving their work. Therefore, in order to judge whether the training manpower, material and funds invested by the enterprise have achieved the expected results and the effectiveness of the training system, a more scientific and objective evaluation mechanism and method need to be established. This article takes the company G passenger service personnel training program (referred to as "travel service personnel training program") as the research object, based on the review and analysis of relevant literature on training effect management and effect evaluation at home and abroad, and expounds the training effect. Definition and characteristics, several common methods for evaluating the effectiveness of training programs. The paper uses the response layer, learning layer, behavior layer and result layer proposed by Kirkpatrick Model in the literature to build an evaluation index system for G company's travel service training project, and uses AHP (Analytic Hierarchy Process) to carry out Indicator weight calculation. On this basis, a hierarchical analysis method (AHP) is used to construct a training effect evaluation index hierarchy structure that conforms to the internal training characteristics of Company G, and an expert method is used to calculate the index weights. In the actual evaluation process, aiming at the situation where it is difficult for the evaluator to accurately give the scores of various indicators, the fuzzy analytic hierarchy process was used to formulate a comprehensive evaluation of the company G's travel service training project, and judge according to the evaluation results division criteria. Finally, through analysis of the evaluation results, it was found that there were problems in the company G service travel training program, and corresponding improvement suggestions have been put forward. The training ABSTRACT III evaluation index system and training evaluation method proposed in this thesis can provide reference for the evaluation of similar passenger service personnel training programs for Company G and other airlines in China, and help airlines improve customer service levels. Keywords: Airlines, training effectiveness, fuzzy comprehensive evaluation 目 录 IV 目 录 第一章 绪论 .................................................................................................................... 1 1.1 研究背景和意义 ................................................................................................ 1 1.2 研究方法与研究思路 ........................................................................................ 2 1.2.1 研究方法 ................................................................................................ 2 1.2.2 研究思路 ................................................................................................ 2 1.3 主要研究内容与论文框架 ................................................................................ 5 第二章 相关理论综述 .................................................................................................... 6 2.1 相关理论介绍 .................................................................................................... 6 2.1.1 培训的定义 ............................................................................................ 6 2.1.2 企业培训效果及其评估的定义 ............................................................ 6 2.1.3 培训效果评价方法理论 ........................................................................ 7 2.1.4 培训评价指标体系 ................................................................................ 8 2.2 培训效果评价方法介绍 .................................................................................... 9 2.2.1 柯氏模型 ................................................................................................ 9 2.2.2 五级评价模型 ...................................................................................... 10 2.2.3 CIPP培训评价模型 ............................................................................... 11 2.2.4 CIRO培训评价模型 ............................................................................. 12 2.2.5 本文对培训效果评价方法的选择 ...................................................... 13 2.3 模糊层次分析法 .............................................................................................. 14 2.3.1 层次分析法 .......................................................................................... 14 2.3.2 模糊层次分析法 .................................................................................. 17 2.3.3 模糊判断矩阵 ...................................................................................... 17 2.4 国内外研究现状 .............................................................................................. 19 2.4.1 国外研究现状 ...................................................................................... 19 2.4.2 国内研究现状 ...................................................................................... 21 2.5 本章小结 .......................................................................................................... 22 第三章 G公司旅服培训项目现状 .............................................................................. 23 3.1 G公司简介与组织架构 .................................................................................. 23 3.2 G公司旅服培训项目概况 .............................................................................. 25 3.2.1 项目背景与含义 .................................................................................. 25 目 录 V 3.2.2 培训目标与内容 .................................................................................. 25 3.2.3 培训组织与管理 .................................................