高速公路营运服务质量多层次递进修正综合评价体系

The Comprehensive Evaluation System Based on Multi-layerProgressive Amending Model for the Expressway Operation Service Quality

高速公路营运是一个复杂的对象系统,对其服务质量的评价采用了M4CE的方法,建立了基于评价人员维、评价层次维、评价目标维、评价对象维4维的高速公路营运服务质量多层次递进修正综合评价体系。该评价体系对评价内容进行人、物、方法的分类;对指标层次进行了基础评价指标、质量成本指标、专家评议指标的划分;在指标权重的确定上,采取了调查统计法、层次分析法(AHP)、专家意见法(Delphi);在评价计算方法上,采取了内插法和模糊综合评判法。此体系能对高速公路营运服务质量做出科学的综合评价。

A 4-dimension (evaluation person, evaluation layer, evaluation objective, evaluation target) multi-layer progressive amending comprehensive evaluation system for expressway operation is established by a method of M4CE, since expressway operation is a complicated object system. In this system, the content is assigned into three parts (Men, Material, Method); the index is also classed into three layers (foundation index, quality cost, expert remark); the weight is derived by the method of research statistic, analytic hierarchy process(AHP), Delphi; the score is adopted the method of inward interception and fuzzy comprehensive assessment. A scientific comprehensive conclusion can be reached by the system.