QFD在铁路客运站安全服务质量评价中的应用

Application of QFD in security service quality evaluation of railway passenger station

为提高铁路客运站的安全服务质量,加强铁路客运安全管理,根据铁路旅客运输对车站服务质量的要求标准,结合质量功能展开法(QFD)评价铁路客运站的安全服务质量。首先,通过专家评定确定安全服务指标间的关系矩阵,并据此构建测评质量屋;其次,根据最大关联度原则筛选同级安全指标,找出其中与安全功能质量联系最大的技术指标,并构成判断矩阵,计算指标的重要度;然后,根据判断矩阵和技术指标重要度得出旅客的总满意度,从而评价客运站的安全服务质量;最后,以某铁路客运站为例,验证QFD法的有效性和实用性。研究结果表明:QFD法能定量分析铁路客运站安全服务水平,从旅客的需求找出铁路客运站的安全服务存在的问题,从而帮助客运站改进安全服质量。

In order to improve security service quality of railway passenger stations and strengthen safety management,QFD was used to evaluate service quality according to required quality standard of stations.Firstly,relationship matrix was established between security service indicators by expert.Secondly,safety indicators at the same level were screened out based on maximum relation degree principle and safety technical indicators that are most related to the quality of the safety function were found out to form a judgment matrix and to calculate their importance.Then passengers’satisfaction was obtained from it and]safety service quality was evaluated.Finally effectiveness and practicability of the model was verified with a railway passenger station as an example.The results show that QFD is reliable in evaluating the quality of railway passenger security services.It can find out main factors that affect service quality and thus help improve in this part.