摘要
为提升城市轨道交通运营服务质量,基于乘客体验选取城市轨道交通运营服务质量评价指标,并利用克朗巴哈α系数法对评价指标进行信度分析,验证城市轨道交通运营服务质量评价指标选取的合理性;采用客观赋权法确定权重,引入修正的SERVQAUL评价方法,减少主观性对城市轨道交通运营服务质量评价结果的影响,构建城市轨道交通运营服务质量评价模型。以济南某地铁线路为例,计算结果表明,该地铁线路运营服务质量尚未达到乘客期望,提出城市轨道交通运营服务质量改进对策,加快提升城市轨道交通运营企业服务质量。
An evaluation index system of urban rail transit service quality is constructed based on passenger experience to improve the service quality of urban rail transit.The reliability of the indicators is analyzed with Cronbach coefficient method to verify the evaluation index system of urban rail transit service quality.The weight is defined with the objective weighting method and the revised SERVQUAL evaluation method is used to eliminate the subjective influence.On this basis,the service quality evaluation model for urban railway transit is built.The results show that the service level of Jinan Metro has not reached the expectations of passengers.In view of the existing deficiencies,scientific and effective suggestions are provided to elevate the service quality.
作者
林立
季广港
汤霖
LIN Li;JI Guanggang;TANG Lin(School of Rail Transportation,Shandong Jiaotong University,Jinan 250357,Shandong,China;Lanzhou Station,China Railway Lanzhou Group Co.,Ltd.,Lanzhou 730070,Gansu,China)
出处
《铁道运输与经济》
北大核心
2020年第12期111-116,共6页
Railway Transport and Economy
基金
国家自然科学基金项目(71861022)。
