基于粗糙集的高铁客运站服务质量评价模型  

Service Quality Evaluation Model for High-speed Railway Passenger Station Based on Rough Set

作　　者：徐春婕[1] 史天运[1] 王晓冬[1] 

机构地区：[1]中国铁道科学研究院电子计算技术研究所,北京100081

出　　处：《交通运输系统工程与信息》2014年第2期132-137,共6页Journal of Transportation Systems Engineering and Information Technology

基　　金：铁道部科学技术研究发展中心基金资助项目(1119DZ4303);铁科院基金项目(1151GC1103)

摘　　要：鉴于传统车站服务质量评价存在的主观性和数据模糊性等问题,分析高速铁路客运站服务的特征及服务质量影响因素,构建二级评价指标体系;将模糊评价方法与粗糙集理论相结合,提出了一种新的客运站服务质量评价模型.该模型采用粗糙集基于路线的权重确定方法,解决了评价指标之间相关性对评价质量的影响;将粗糙集理论、专家评审综合确定综合评价指标权重,避免了权重确定的盲目性和主观性;通过顾客调查数据进行服务质量模糊综合评价,有效实现了定性与定量指标的科学综合评价.通过实例验证了评价方法的可行性与准确性,可以很好地应用于高速铁路客运站服务质量的改进决策.Considering the current service quality evaluation with subjectivity and data ambiguity in traditional railway passenger station,the two layered service evaluation index system is established.And it is based on the analysis of the service characteristics and influencing factors for high-speed railway passenger station.With the fuzzy evaluation method and rough set theory,the service quality evaluation model for highspeed railway passenger station is proposed also in this paper.It solves the correlation effect between the indexes by the method based weight determined route.And it avoids the blindness and subjectivity through the set theory and expert estimation combined.The proposed method realizes comprehensive evaluation to the qualitative and quantitative indicators using the customer survey data besides.Result shows that the method is feasible and accuracy to applied into the service improvement of high-speed railway passenger station.

关 键 词：铁路运输 铁路客运站 服务质量 模糊评价方法 粗糙集 

分 类 号：U293.3[交通运输工程—交通运输规划与管理]