基于RAHP和QFD的城市轨道交通服务质量评价体系研究

Evaluation of Urban Rail Transit Service Quality Based on the Rough AHP and Quality Function Development--A Case Study of Fuzhou

通过对城市轨道交通服务质量影响因素的分析,在充分考虑乘客实际需求及感知的基础上,提出将粗糙集理论应用于层次分析法,得到乘客需求层次表并转化为评价指标.将质量功能展开法应用于福州城市轨道交通服务质量评价指标体系的构建.结合专家打分法、独立配点法,构建二阶段质量功能展开模型,得到各级指标的相对权重,从而判断出服务改进程度的轻重缓急.得出的结论可为城市轨道交通运营主管部门在服务质量的改进上提供参考.

Based on the analysis of the contributing factors of urban rail transit service quality and passenger demand and perception,this paper proposed a rough set theory applied to analytic hierarchy process.The table of passenger demand hierarchy was obtained and transformed to evaluation indexes.The method of quality function development(QFD)was applied to build a service quality evaluation index system of Fuzhou Urban Rail Transit.QFD two-stage quality house model was constructed by using expert marking and independent point method,and the relative weights of indexes were obtained.Then priorities in service improvement were estimated,and the results of this paper cast light on rail transit operator to improve service quality.