摘要
铁路物流服务质量的科学评价对铁路物流服务品质提升和市场化经营转变具有重要意义。针对目前铁路物流服务质量评价存在指标描述不完善的问题,考虑有限信息条件下评价指标存在不相容情况,构建基于物元可拓的铁路物流服务质量评价模型,为有效处理专家评价语义模糊性,利用三角模糊AHP方法确定评价指标权重,结合SERVQUAL模型,建立铁路物流服务质量评价指标体系,并以成都局集团公司某货运站为例进行分析,验证该方法的可行性和适用性,为铁路物流服务质量的科学评价提供新的理论方法。
The scientific evaluation of railway logistics service quality is of great significance to improve railway logistics service quality and transform market operation.In order to solve the problem of inadequate index description in railway logistics service quality evaluation,considering the incompatibility of evaluation indexes under the condition of limited information,a railway logistics service quality evaluation model based on matter-element extension is constructed.Using triangular fuzzy AHP method to determine the weight of evaluation index in order to effectively deal with the semantic fuzziness of expert evaluation,combined with SERVQUAL model,the evaluation index system of railway logistics service quality is established.Taking a freight station of Chengdu Railway Group as a study case,the feasibility and applicability of the triangular fuzzy AHP method are verified,which provides a new theoretical method for the scientific evaluation of railway logistics service quality.
作者
唐力
周凌云
徐妍
许植深
唐浩
TANG Li;ZHOU Lingyun;XU Yan;XU Zhishen;TANG Hao(Transportation&Economics Research Institute,China Academy of Railway Sciences Corporation Limited,Beijing 100081,China;Postgraduate Department,China Academy of Railway Sciences,Beijing 100081,China)
出处
《铁道货运》
2020年第12期20-25,共6页
Railway Freight Transport
基金
中国国家铁路集团有限公司科技研究开发计划课题(2019F023,N2019X014)。
