城市轨道交通客运服务质量评价

Evaluation of Passenger Service Quality of Urban Rail Transit

目前,国内各城市轨道交通客运服务评价体系存在地区差异,没有一套通用的客运服务质量评价方法。这限制了城市之间轨道交通客运服务工作的交流,不利于横向比较而共同提高。以上海地铁为例,从评价指标、指标表现数据的获取、层次分析加权计算评价结果到对评价结果进行满意度-重要度的二维分析,都作了详细阐述,提出了一套可应用于实际生产的城市轨道交通客运服务质量评价方法。对上海地铁客运服务质量进行了问卷调查,分析了其客运服务质量水平及各评价指标表现,给出了以乘客感受为中心的改进建议。

At present, the evaluation system of urban rail transit passenger service varies in different regions, there have no general standards for quality evaluation in China, this situation limits the communication among urban rail transit operating companies, their horizontal comparison and the common improvement. By taking Shanghai metro as an example, the evaluation index, acquiring perform- ance data, calculation of the evaluation results by using an- alytic hierarchy process, and the 2-dimensional analysis of satisfaction and importance on evaluation results are elabo- rated in detail; a set of evaluation method is put forward, which can be applied to actual production for passenger service quality on urban rail transit. A questionnaire survey on Shanghai metro passenger service quality is conducted, the passenger service level and other related indexes are an- alyzed to offer a proposal focusing on passengers＇feeling.