基于铁路电子客票的客运自助服务体系研究  

Research on passenger transport self-service system based on railway e-ticket

作　　者：蔡云 李士达 化小刚 CAI Yun;LI Shida;HUA Xiaogang(Passenger Transport Department,CHINA RAILWAY,Beijing 100844,China;Institute of Computing Technologies,China Academy of Railway Sciences Corporation Limited,Beijing 100081,China;China Rails Travel Technology Co.Ltd.,Beijing 100081,China)

机构地区：[1]中国国家铁路集团有限公司客运部,北京100844 [2]中国铁道科学研究院集团有限公司电子计算技术研究所,北京100081 [3]中铁程科技有限责任公司,北京100081

出　　处：《铁路计算机应用》2022年第8期66-70,共5页Railway Computer Application

基　　金：中国铁道科学研究院集团有限公司科研项目(2021YJ181)。

摘　　要：文章阐述了自助服务的特征,梳理了铁路自助服务和电子客票的运用现状,从售票、验票、检票等环节入手,深入分析旅客自助办理客运业务时的各类需求,设计了基于铁路电子客票的客运自助服务体系方案和主要业务流程,对客运自助服务技术的优化进行研究。该体系的建立可提升铁路旅客出行体验、客运作业效率和客站服务品质。This paper expounded the characteristics of self-service,combed the current situation of the application of railway self-service and e-ticket,deeply analyzed the various demands of passengers when handling passenger transport business by themselves from the aspects of ticket sales,ticket inspection,ticket checking and so on,designed the passenger transport self-service system scheme and main business processes based on railway e-ticket,studied the optimization of passenger transport self-service technology.The establishment of this system could improve the travel experience of railway passengers,passenger transport operation efficiency and passenger station service quality.

关 键 词：电子客票 自助服务 自动售票机 智能客服 12306互联网售票系统 

分 类 号：U293[交通运输工程—交通运输规划与管理]