基于灰色综合评价法的铁路货运服务质量评价探讨  

Discussion on Evaluation of Railway Freight Service Quality Based on Grey Comprehensive Evaluation Method

作　　者：周凌云 唐力 许植深 唐浩 ZHOU Lingyun;TANG Li;XU Zhishen;TANG Hao(Transportation&Economics Research Institute,China Academy of Railway Sciences Corporation Limited,Beijing 100081,China)

机构地区：[1]中国铁道科学研究院集团有限公司运输及经济研究所,北京100081

出　　处：《铁道货运》2021年第12期47-53,共7页Railway Freight Transport

基　　金：中国国家铁路集团有限公司科技研究开发计划课题(2019F023);中国铁道科学研究院集团有限公司科研项目(2020YJ173);中铁集装箱运输有限责任公司科技研究开发计划课题(PAXX1820050)。

摘　　要：科学评价铁路货运服务质量对适应新形势下铁路货运发展需求、提高铁路货运服务质量、促进铁路货运上量具有重要意义。结合新形势下铁路货运高质量发展要求,构建包含17个评价指标的铁路货运服务质量评价指标体系。利用三角模糊AHP方法确定评价指标权重值,构建基于灰色综合评价法的评价模型,对某铁路局集团公司铁路货运中心进行实例分析。研究结果表明,该铁路货运中心服务质量发展水平较好,存在2项评价指标有待提升,该评价指标体系能够比较全面地反映铁路货运服务质量发展情况,利用灰色综合评价法开展评价分析具备可行性和有效性。The scientific evaluation of railway freight service quality is of great significance for adapting to the development needs of railway freight transport in the new circumstances and improving its service quality and top volume. Considering the high-quality development requirements of railway freight transport in a new era, this paper constructed an evaluation index system for the railway freight service quality with 17 evaluation indexes. The weight values of evaluation indexes were determined by the triangular fuzzy AHP method, and an evaluation model based on the grey comprehensive evaluation method was built to analyze the railway freight center of a railway group. The results show that the development level of the service quality of the railway freight center is good, and two evaluation indexes need to be improved. The evaluation index system can comprehensively reflect the development of railway freight service quality, and it is feasible and effective to carry out evaluation and analysis by using the grey comprehensive evaluation method.

关 键 词：铁路货运 服务质量 评价体系 灰色综合评价法 三角模糊数 

分 类 号：U294.1[交通运输工程—交通运输规划与管理]