铁路接取送达业务服务质量评价研究

A Study on a Quality Assessment System of the Railway Receiving and Delivery Services

铁路接取送达是铁路干线运输服务的延伸,其面向两端客户直接提供物流服务,服务质量的高低直接影响客户对于业务的最终感受。针对铁路接取送达业务在服务质量考核体系、服务质量方面存在的问题,按订单情况、时效性、安全性与服务性4个方面设计多级评价指标体系;参考社会物流企业承运商服务质量考核标准,改进基于层次分析法的指标权重计算方法,运用模糊评价法进行多级模糊综合评价。最后以某铁路局集团公司承运车队业务的专家打分数据为例,计算各车队服务质量评价等级,验证方法的有效性。

The quality of railway receiving and delivery services,an extended part of transportation business,will directly impact the clients’final evaluations as face-to-face logistics products.To address the problems with both the services themselves and the assessment system,this paper puts forward a multilevel fuzzy comprehensive evaluation system covering 4 aspects including order status,timeliness,safety and service,which takes into consideration the assessment criteria adopted by the external logistics sector and also modifies the AHP-based index weight calculation method with the fuzzy evaluation method.To validate the proposal,this paper then puts it into use to evaluate the service quality of the carriers affiliated to the same railway corporation.