基于乘客轨道交通出行全过程的服务水平评价体系

Level of Service Evaluation System Based on the Entire Journey of Passenger Travel on Rail Transit

基于马斯洛需求理论,分析乘客轨道交通出行全过程的心理需求和行为特征,并结合国内外相关文献和法规,初步提取乘客从进站、购票、安检、检票、楼梯通道、候车、乘车、换乘到出站各环节服务水平影响因素.根据影响因素设计指标重要性调查问卷,将其发放给乘客和专家,并对问卷结果进行信效度检验.最终根据问卷结果的统计,通过指标重要度和自相关性分析,筛选出关键指标,建立城市轨道交通服务水平评价体系.

The establishment and improvement of the urban rail transit service level evaluation system can be used to comprehensively evaluate the current status of services in the entire process of rail transit travel,provide the evaluation criteria for operational managers to improve service levels,and promote the safe and efficient operation of rail transit.Based on Maslow s Hierarchy of Needs,this paper analyzes the psychological needs and behavioral characteristics of the entire journal of passenger rail transit travel,and combines domestic and foreign relevant literature and regulations to initially extract passengers from pit stop,ticket purchase,security check,ticket check,stairway,waiting,boarding factors influencing the service level of each link from car and transfer to outbound.According to the influencing factors,a questionnaire for the importance of indicators is designed,and distributed to passengers and experts,and the reliability and validity of the questionnaire results are tested.Finally,based on the statistics of the questionnaire results,through the analysis of the importance of the indicators and autocorrelation,the key indicators are selected to establish an urban rail transit evaluation system.