铁路旅客服务质量综合评价方法研究  

Study on Comprehensive Evaluation Methods in Railway Passenger Service Quality

作　　者：陈滋顶[1,2] 陈峰[3] 杨浩[1] 徐刚[4] 尹冰[4] 

机构地区：[1]北京交通大学交通运输学院,北京100044 [2]国家铁路局,北京100891 [3]中国铁道科学研究院通信信号研究所,北京100081 [4]铁道部经济规划研究院经济管理咨询部,北京100038

出　　处：《物流技术》2015年第14期98-101,共4页Logistics Technology

摘　　要：针对铁路旅客运输的特殊性及铁路旅客服务质量综合评价指标权重难以确定的现状,从铁路旅客服务质量特性分析入手,建立了一种适于确定铁路旅客服务质量综合评价指标权重的层次分析方法(AHP),使铁路旅客服务质量综合评价结果更真实,更能反映旅客的满意程度,从而根据旅客服务质量信息及时调整服务措施和管理手段,为更有效的管理和服务提供决策支持,逐步完善和提高铁路旅客运输的服务质量和服务水平。In this paper, due to the particularity of the railway passenger transportation and the difficulty to define the comprehensive evaluationindexweightsoftherailwaypassengerservicequality,weestablished an analytichierarchyprocess（AHP） toidentifythecomprehensiveevaluationindexweightsfromtheperspectiveoftherailwaypassengerservicequalityfeatures.With thisimproved model,amoreaccuratecomprehensive evaluation result which could better reflect passengers’ satisfaction degree would be brought out, hence the railway ministry could adjust service measuresand management methodswith thechangesof passengers’ servicequalityinformation without delay. Wehoped thismodel could provide a powerful decision support for amoreeffectivemanagement and serviceand graduallyhelp enhancetheservicequalityand service levels of the railwaypassengertransportation.

关 键 词：铁路运输 AHP 旅客服务质量 综合评价 指标权重 

分 类 号：U293.1[交通运输工程—交通运输规划与管理]