基于AHP的高铁客运服务质量评价研究

Evaluation studies on passenger service quality of high-speed railway based on AHP

高速铁路客运以其迅捷的运输速度、舒适的站车环境、便利的购票方式、公交化运营模式、全程自助无干扰服务方式等众多优势吸引了广大旅客。与既有线相比较,客运专线由于其本身的特点,所吸引的旅客群体主要为高中端旅客,旅客消费心理和需求都有很大的变化,对旅行过程中的服务质量有更高的预期。影响客运服务质量的因素众多,大部分指标难以量化。文章采用层次分析法建立了高铁客运服务质量评价指标体系,使用模糊综合评价法进行评价,通过应用实例分析,取得了较好的效果。

High-speed railway passenger transportation attracts a lot of passengers with its fast speed,comfortable standing car environment,and convenient ways of ticketing,operation mode similar to public traffic,and the entire self-help service without interference.Compared with the existing lines,passenger special lines mainly attract the middle and high-end passengers because of its own characteristics.Great changes have taken place in passengers＇ consumer demand and psychology,and higher service quality is expected in the travel process.Numerous factors can influence the passenger service quality,and most of the indicators are difficult to quantify.This article adopts the analytic hierarchy process（AHP） to set up the evaluation index system of high-speed railway passenger service quality,using fuzzy comprehensive evaluation method to evaluate,by the application example analysis,and good results have been achieved.