基于模糊综合评价的铁路客运站服务质量评价研究  

Research on Service Quality Evaluation of Railway Passenger Stations Based on Fuzzy Comprehensive Evaluation

作　　者：郭胜杰 GUO Shengjie(Market Monitoring and Evaluation Center,National Railway Administration of China,Beijing 100070,China)

机构地区：[1]国家铁路局市场监测评价中心,北京100070

出　　处：《综合运输》2024年第11期28-34,39,共8页China Transportation Review

基　　金：国家铁路局科技研究计划项目(市场受合【2022】4号)。

摘　　要：铁路客运站服务是影响旅客满意度和铁路竞争力的重要因素,提高铁路客运站服务质量已成为铁路部门的重要任务和挑战。本文以旅客满意度为评价目标,采用层次分析法和熵权法等方法研究建立铁路客运站服务质量评价模型,选取北京南站进行实证分析,得出铁路客运站服务质量的优势和劣势,提出针对性的优化策略和建议,为提高铁路客运站服务质量和旅客满意度提供理论依据和实践参考。Railway passenger station services are an important factor affecting passenger satisfaction and railway competitiveness.Therefore,improving the quality of railway passenger station services has become an important task and challenge for the railway department.This article takes passenger satisfaction as the evaluation objective,and uses Analytic Hierarchy Process and Entropy Weight to study and establish a fuzzy comprehensive evaluation model for the service quality of railway passenger stations.Beijing South Station is selected for empirical analysis,and the advantages and disadvantages of the service quality of railway passenger stations are identified.Targeted optimization strategies and suggestions are proposed,providing theoretical and practical references for improving the service quality and passenger satisfaction of railway passenger stations.

关 键 词：铁路 客运服务质量 旅客满意度 模糊综合评价法 层次分析法 熵权法 

分 类 号：U293[交通运输工程—交通运输规划与管理]