基于联系数的预评模型在高铁客运站服务质量评价中的应用

Application of the Pre- evaluation Model to the Service Quality Evaluation of High Speed Railway Passenger Station

高铁客运站服务质量评价是挖掘铁路运输服务中的薄弱环节的重要手段之一。针对现有评价系统的不完备性，将基于联系数的预评模型应用于高铁客运站服务质量评价中。该模型通过计算评价系统的联系数，进一步计算出评价特征值来对高铁客运站服务质量进行评价，并利用集对势对服务质量的发展趋势作定性预测。将此方法应用于广州铁路集团衡阳东高铁站中，结果表明，该模型具有较好的可操作性与可靠性，并兼顾评价与预测的功能，为高铁客运站服务质量评价工作的开展提供了一种新的理论方法。

Service quality evaluation of high speed railway passenger station is one of the important means to mine the weak links in railway transportation service. In view of the incompleteness of the existing evaluation system, the pre evaluation model based on the relation number is applied to the service quality evaluation of high speed railway passenger station. Through calculation of the number of evaluation system, it further calculates the feature evaluation value of high speed railway station service quality evaluation, and then forecasts the development trend of potential on the quality of service using set qualitative. This method has been applied in Hengyang East Railway Station of Guangzhou Railway Group. The results show that the model has perfect operation and reliability as well as the function of evaluation and prediction ;it provides a new theoretical method for high - speed rail passenger station service quality evaluation.