城市轨道交通客运服务质量综合评价应用研究

Comprehensive Evaluation of Urban Rail Transit Passenger Service Quality

城市轨道交通以其安全、快捷、可靠的服务特点成为城市公共交通的主要方式,客运服务质量也成为市民关注的焦点。如何评价网络、线路或单项服务项目的水平,实施服务质量的持续改进是摆在每个交通运营企业面前的永恒课题。针对深圳地铁客运长期服务质量检查存在的问题,研究目前业界常规做法、行业文献,并借鉴以色列轨道交通的服务质量考核体系,通过构建三级服务质量评价体系模型,从行车、设备、环境、人员、投诉、管理等多角度设立三级指标,并量化三级指标检查与计算方法,从而得出每条线路综合服务质量评价得分,据此计算整个网络的服务得分,以此作为促进服务质量提升的手段。制定解决目前客服质量问题的服务质量评价体系,该体系包含影响运营服务质量的20个三级指标,并根据各指标对服务质量的影响程度设置权重系数,根据各指标特性设置计件扣分或分级扣分规则。通过深圳地铁3年多的应用,运营服务质量连续上升,取得了显著的成效,验证了指标设置的科学性与合理性。

Urban rail transit has become the main mode of urban public transportation owing to its safe,fast,and reliable service.Meanwhile,the quality of passenger services has also come into public focus.The manner in which the level of the network,line,or single service item needs to be evaluated and implementing continuous improvement in service quality are relentless issues for every transportation operation enterprise.In this study,we aimed to resolve the problems with the Shenzhen metro passenger service,which were identified during quality inspection,and consequently established a model for a three-level evaluation system for service quality to determine a three-level evaluation index from the perspectives of driving,equipment,environment,personnel,complaints,management,among others,by referring to the rail transportation service quality evaluation system applied in Israel.We subsequently quantified the three-level index for inspection and confirmed its calculation to obtain a comprehensive evaluation score of the service quality for each line,based on which the service score of the entire network was calculated.In this manner,service quality can be improved.Our proposed service quality evaluation system solves current problems with regard to customer service quality.This system contains 20 three-level indices that affect the quality of operational services.The system assigns a weighting factor for each index depending on its impact on service quality and sets a rule of piece-rate or class-rate deduction points based on the characteristics of each index.The system developed in this study was applied to Shenzhen metro services for more than three years,and has continuously improved the quality of operational services,achieved remarkable results,and verified the scientificity and rationality of the index setting.