城市轨道交通服务质量监管评价研究

Supervision and management evaluation of urban rail transit service quality

城市轨道交通服务质量监管评价是行业主管部门对运营单位提供运营服务的质量实施有效监管的重要手段,也是进行激励性补贴的重要依据。构建城市轨道交通服务质量监管评价指标体系,考虑各监管检查指标的相对重要性和总评结果对关键质量特性的敏感性,采取专家主观赋权与实证数据校正相结合的方法确定指标权系数,设计针对运营单位、线路和车站的多层级综合评价系统。该评价系统适用于行业监管部门的监督检查,有利于建立"评价—反馈—改进"的监管机制,也为鼓励运营单位建立服务质量改进机制提供更细颗粒度的评价依据。

The evaluation of urban rail transit service quality is an important means for government departments to carry out effective supervision over operating service quality.It is also an important basis for governments to determine incentive subsidies.This paper constructs an evaluation index system of urban rail transit service quality.The expert weighting method and the empirical data correction method are combined to determine the weight coefficients,considering the relative importance of the inspection index and the sensitivity of the general index to the important quality characteristics.A comprehensive evaluation system is designed for company-level,line-level and station-level applications.The proposed evaluation system can be used by the governors or regulators in the field of supervision and inspection,helping them to establish a sustainable evaluation-feedbackimprovement mechanism.It also can provide detailed evaluation basis for operators to establish a service quality improvement mechanism.