高速铁路旅客差异化服务满意度评价研究

A Study on Differentiated Service of High-Speed Railway based on Passenger Satisfaction

当前高速铁路旅客差异化服务中主要通过客运服务标准将旅客划分为高端旅客、二等座旅客和重点旅客,针对不同旅客的需求提供相应的服务标准。通过分析高速铁路旅客差异化服务现状,构建高速铁路旅客差异化服务满意度评价体系。在此基础上,建立高速铁路旅客差异化服务满意度评价指标体系及模糊综合评价模型,以京沪高速铁路和京广高速铁路旅客满意度调查数据进行实例评价分析,计算得出高端旅客、二等座旅客、重点旅客服务指标满意度评价值,有针对性地提出高速铁路旅客差异化服务改进措施,更好地提升高速铁路差异化服务水平。

According to the operation standard of high-speed railway service, passengers are categorized into high-end passengers, second-class passengers and key passengers. The process links and corresponding service points of high-speed railway travel service for all kinds of passengers are sorted out, and the evaluation index system of service satisfaction for all kinds of high-speed railway passengers is established. A fuzzy comprehensive evaluation method is used to evaluate the satisfaction of service indexes by using the relevant parameters of member ship degree. Based on the questionnaire survey on passenger satisfaction of Beijing-Shanghai high- speed railway and Beijing-Guangzhou high-speed railway, this paper analyzes the case study and puts forward suggestions on improving the service of high-speed railway for all kinds of passengers on the basis of the evaluation results of the case study, so as to improve the differentiated service level of railway.