高铁客运服务质量综合评价模型研究  

Study on Comprehensive Evaluation Model of High-speed Railway Passenger Service Quality

作　　者：魏宝红[1] 龚鹏[1] WEI Baohong;GONG Peng(Department of Transportation,Xi’an Railway Vocational&Technical Institute,Xi’an 710014)

机构地区：[1]西安铁路职业技术学院交通运输系

出　　处：《微型电脑应用》2020年第1期52-54,共3页Microcomputer Applications

基　　金：陕西省教育厅2018年度专项科学研究计划(18JK1110)

摘　　要：高速铁路由于准时、快捷等因素已经成为人们出行的重要选择方式。与有线普通铁路线相比较,高铁所吸引的旅客群体主要为高中端旅客,他们在旅行需求和心理存在较大的差异。以西成高铁为例,在分析旅客旅行服务需求的基础上,建立影响西成高铁客运服务质量的主要因素,对西成高铁服务质量进行分析和评价。根据结果,对沿途主要铁路站的服务进行了排序,并提出相应的改进对策和建议。High-speed railway passenger transportation attracts a lot of passengers with its fast speed, comfortable standing car environment, and convenient ways of ticketing, its operation mode is similar to public traffic, and uses the entire self-help service without interference. Compared with the existing lines, passenger special lines mainly attract the middle and high-end passengers because of its own characteristics. Great changes have taken place in passengers’ consumer demand and psychology, and higher service quality is expected in the travel process. This article takes Xi’an-Chengdu high-speed rail as an example, the comprehensive evaluation model of passengers transportation services is established on the basis of passengers’ psychological demand tendency.

关 键 词：客运服务 心理需求 质量 

分 类 号：TP311[自动化与计算机技术—计算机软件与理论]