基于需求理论的旅客列车服务质量评价对比

Comparative Study of Passenger Train Service Quality Evaluation based on Needs Theory

以马斯洛需求层次理论为基础,针对铁路旅客需求特点建立评价指标体系;设计了旅客列车服务质量重要度及满意度调查问卷,并进行了问卷调查.在权重确定及评价方法上,运用专家打分法对指标进行权重确定,利用灰色关联度法与模糊综合评价法的集成对列车服务质量进行评价.以G55次、T261次、2083次列车为例,通过对三类不同类型旅客列车的服务质量进行评价及对比分析,得出不同类型旅客列车之间服务质量的差异结果,对比后提出了改进的具体措施.

Based on the Maslow’s hierarchy of needs,the evaluation index system is established according to train passenger demand characters,the passenger train service importance and satisfaction questionnaire are designed,and the questionnaire survey is performed.For weight definition and evaluation methodology,expert rating is used to define the index weight.Two methodologies grey correction analysis and fuzzy comprehensive evaluation are combined and employed to evaluate the train service quality.Taking G55,T261and2083for instances,by evaluating and comparing the train service on3different types of trains in the following text,service quality differences are detected among the different types of trains.After the comparison,specific improvement measures are proposed.