客运枢纽服务质量评价四维度模型

Four dimensions model for passenger transport hub operation service quality evaluation

为了提高客运枢纽运营的服务质量,应用服务工程理论,构建包括服务质量定义、功能展开、质量评价、质量反馈在内的客运枢纽服务质量保障体系,从效率维度、内容维度、信用维度、资源维度4个方面建立服务质量评价指标体系;利用模糊评价法对服务质量模糊评价因子进行合成,并建立综合评价模型;此外还对枢纽服务质量4个维度与旅客感知之间的差距进行了分析,根据分析结果提供了具体的改进策略;最后选取典型客运枢纽,对所选取的指标和方法进行了验证。研究结果表明:运用服务工程理论中的4个维度评价模型对枢纽服务质量进行研究,可兼顾旅客与运营管理者双方面的利益,评价指标体系意义清晰、取值简便易行、实用性强;综合模糊评价模型能够很好反映各评价指标的重要程度和枢纽运营整体情况;质量改进体系可以为提高枢纽服务水平提供科学决策方法和措施。

In order to improve the operation service quality of passenger transport hub,the service engineering theory was used to construct a service quality assurance system consisting of the service quality definition,function deployment,quality evaluation and quality feedback.The quality evaluation system was based upon four dimensions including efficiency,content,resource and credit.Fuzzy factors of service quality were synthesized by fuzzy comprehensive evaluation method.Concrete improvement strategies were provided based on the analysis of the gap between passenger perception and service quality.Finally,the typical passenger transport hub was used to verify the indexes and method.The results show that using the service engineering theory to research the hub service quality can take into account both the interests of customers and operation management.Four dimension evaluation index system is clear,simple and practical.The fuzzycomprehensive evaluation mode reflects the importance of each evaluation index and the actual operation of the whole hub.The quality improvement system can provide scientific decision-making methods and suitable measures for improving hub service level.