基于层次分析法的铁路客运车站服务质量评价研究

A Research on Service Quality Evaluation of Railway Passenger Station based on Analytic Hierarchy Process

从全面提升铁路客运服务质量工作角度出发,以提升旅客体验为目标,构建客运车站服务质量评价体系,基于当前客运车站服务的基本项目和旅客流线,运用层次分析法构建适用于铁路客运车站的服务质量评价模型,通过专家小组选取和筛选相关指标、建立层次模型、构造判断矩阵、确定指标权重,对客运车站服务质量进行评价,并以西安站为例,验证模型的有效性,得出西安站目前旅客服务质量评价“满意”的结论,为进一步提升客运服务工作质量、改善客运车站服务内容、制定客运服务质量标准提供参考。

From the perspective of improving the service quality of passenger transport in an all- round way, aiming at improving the passenger experience, the service quality evaluation system of passenger transport station is constructed. Based on the basic items and passenger flow lines of current passenger transport station service, the service quality evaluation system suitable for railway passenger transport station is constructed by using analytic hierarchy process (AHP). Through the selection of relevant indicators by expert group, the establishment of hierarchical model, the construction of judgment matrix and the determination of index weight, the evaluation system of passenger station service quality is established. Taking Xi’an station as an example, the validity of the model is verified, and the conclusion that, the current passenger service quality evaluation of Xi’an station is “satisfactory”, is drawn. It provides a reference for further improving the work quality of passenger transport service, improving the service content of passenger transport station and formulating the standard of passenger transport service quality.