贵州铁路综合客运枢纽服务质量满意度评价研究

Research on Evaluation of Comprehensive Passenger Transpert Hub Service Quality of Guizhou Railway Station

以贵阳站、都匀站、凯里站为例对贵州铁路服务质量满意度进行综合评价。首先,运用层次分析法构建评价指标体系;其次,运用基于博弈论的综合集成赋权法确定指标权重,并运用模糊综合评价法进行评价研究。最后,给出提高贵州铁路客运站服务质量满意度的措施建议。这对推进贵州省交通运输事业发展,提升城市竞争力,提高综合交通运输系统和经济系统的综合发展水平,实现交通运输对经济发展的支持及拉动具有重要的现实意义。

This paper take Guiyang railway station,Duyun railway station,Kaili railway station as an example to evaluate the service quality of Guizhou railway station.Firstly,the evalutation index system of railway service quality is set up by using the analytic hierarchy process.Secondly,the index weights are determined by the combination weighting method based on game theory,the the service quality of Guizhou railway station analyzed by the fuzzy comprehensive evaluation method.Finally,some advices are given to enhance the service quality of Guizhou railway station,which have great influence on promoting the development of Guizhou Province transportation industry,enhancing the city＇s competitiveness,improving the level of comprehensive development for transportation system and the economic system,and achieving support and stimulating effect on economic development transportation.