基于塔式结构的高速公路服务区服务质量量化评价研究  

Research on the Tower-structured Quantitative Evaluation of Service Quality in Expressway Service Areas

作　　者：宋成志 刘芸[1] 姚蒙阳 左磊 雷鹏飞 SONG Chengzhi;LIU Yun;YAO Mengyang;ZUO Lei;LEI Pengfei(Shaanxi Provincial Highway Administration Bureau,Xi′an 710068;School of Electronics and Control Engineering,Chang′an University,Xi′an 710064;Xi′an Chang′an University Engineering Design and Research Institute Co.,Ltd.,Xi′an 710064)

机构地区：[1]陕西省公路局,西安710068 [2]长安大学电子与控制工程学院,西安710064 [3]西安长安大学工程设计研究院有限公司,西安710064

出　　处：《公路交通技术》2025年第2期168-175,共8页Technology of Highway and Transport

摘　　要：为了提升高速公路服务区信息化管理水平,实现对高速公路服务区服务质量的定量评估,开展了基于塔式结构的高速公路服务区服务质量量化评价研究。先基于服务区规模、子区域功能(如超市、公共场区、卫生间等)及其评价指标,构建了蕴含3层架构的塔式服务质量量化评价指标体系;再通过专家打分法和神经网络算法相结合的方式计算各级指标权重,实现了对高速公路服务区服务短板的有效识别;最后根据陕西省宝鸡北服务区的实际调查数据,对其服务质量量化评价进行了实证分析。实证结果表明:1)通过结合专家打分法和神经网络算法,能准确估计各级指标的权重,从而显著提升评价结果的科学性和可信度;2)所构建的服务质量量化评价体系能有效评估高速公路服务区的服务水平,并为精准化服务改进提供决策依据。In order to improve the level of information management and achieve a quantitative assessment of the service quality in expressway service areas,a research on the tower-structured quantitative evaluation of service quality in highway service areas is conducted in this paper.Based on the service area scale,sub-area functionalities(e.g.,supermarkets,public areas,restrooms),and evaluation indicators,a three-level tower-structured quantitative evaluation index system of service quality is modeled in this research.By combining expert scoring method and neural network algorithm,the weights of each level of indicators were calculated,service shortfalls in highway service areas are identified effectively.Finally,based on the actual survey data from the Baoji north service area in Shaanxi province,an empirical study of the service quality quantification evaluation was conducted in this research.The results indicate that:1)By combining expert scoring methods with neural network algorithms,this study is able to accurately estimate the weights of indicators at various levels,thereby significantly enhancing the scientific rigor and credibility of the evaluations.2)The evaluation system established in this study can effectively assess the service quality of expressway service areas and provide a decision-making basis for precise service improvements.

关 键 词：高速公路服务区 服务质量评价体系 塔式评价模型 BP神经网络 

分 类 号：U491.8[交通运输工程—交通运输规划与管理]