基于旅客列车服务分类谱系的铁路服务质量评价与提升研究  

Evaluation and Enhancement of Railway Service Quality Based on Passenger Train Service Classification Genealogy

作　　者：陈志翀 杨光 张志鹏 黄煜傑 宋骞 CHEN Zhichong;YANG Guang;ZHANG Zhipeng;HUANG Yujie;SONG Qian(Shanghai Jiao Tong University School of Naval Architecture,Ocean&Civil Engineering,Shanghai 200240,China;China Railway Shanghai Group Co.,Ltd.,Shanghai 200071,China;Shanghai Passenger Section of China Railway Shanghai Group Co.,Ltd,Shanghai 200071,China)

机构地区：[1]上海交通大学船舶海洋与建筑工程学院,上海200240 [2]中国铁路上海局,上海200071 [3]中国铁路上海局上海客运段,上海200071

出　　处：《交通与运输》2023年第6期76-79,共4页Traffic & Transportation

基　　金：上海市“科技创新行动计划”,软科学研究项目(23692118700);中国铁路上海局集团有限公司科研项目(2022079)。

摘　　要：为提供更为优质、差异化的旅客列车服务和提升铁路客运管理质量,构建基于文献调研与客运管理工作实际需求的旅客列车服务分类谱系,并运用ANOVA和Tukey多重检验等统计方法对实测数据进行验证。基于旅客列车服务分类谱系,设计列车服务质量体系与评价模型,开展围绕上海客运段旅客列车的案例研究。该模型将层次分析法与反熵权法结合,构建融合专家意见与旅客反馈的综合权重,并对服务质量进行打分评价。以谱系中列车为颗粒度的指标权重,能够适应旅客差异化的服务需求。在此基础上,对被调研的上海客运段旅客列车进行打分评价,提出服务质量指标优化推荐度的计算方法,为旅客列车服务管理者提供了可迭代的服务质量优化方案。To improve the quality of railway passenger management and provide passengers with better and more differentiated services,this paper firstly constructed a passenger train service classification genealogy based on literature research and the actual needs of passenger management,and validated it using ANOVA and Tukey's multiple test.In addition,based on the cases of Shanghai Passenger Transport Depot and passenger train service classification genealogy,a train service quality system and an evaluation model were designed.The model combined hierarchical analysis and inverse entropy weighting method to construct a comprehensive weighting that integrates expert opinions and passenger feedback.The service quality was also scored to evaluate the index weights differ for trains of different genealogies,which can adapt to the differentiated service needs of passengers.Based on this,the investigated trains were scored and evaluated,a method for calculating the recommended degree of service quality indicator optimization was proposed,and an iterable service quality optimization solution was provided for passenger train service managers.

关 键 词：谱系化 旅客列车 服务质量 指标权重 管理 

分 类 号：U491[交通运输工程—交通运输规划与管理]