基于DEMATEL方法高速公路服务质量影响因素分析

Influential Factors Analysis on Highway Service Quality Based on DEMATEL Method

依据客户服务质量指数(RATER指数),构建出影响高速公路服务质量的因素指标体系;运用DEMATEL(Decision Making Trial and Evaluation Laboratory)方法,计算出了各因素间的综合影响系数矩阵,并对各因素间的因果关系进行了直观揭示,最后运用净化关系图表示方法对18个影响因素进行了净化处理,最终寻找出了影响高速公路服务质量的根本因素,为高速公路管理部门决策提供了方法支持。

Based on the customer service quality index （RATER, index） the index system influencing expressway service quality are constructed. The relevant data are obtained through experts grading method, then these data are studied by using the method of DEMATEL （Decision Making Trial and Evaluation Laboratory）, and the total relation matrix is calculated. Finally, the causal relationship of various factors are directly revealed through reasons- result diagram and relationship diagram.