基于乘客需求的城市轨道交通服务质量评价研究

Research on Urban Rail Transit Service Quality Evaluation Based on Passenger Demand

[目的]基于乘客需求对城市轨道交通服务质量进行评价,不仅能推动服务质量提升,提高乘客的出行满意度,而且有利于提升城市轨道交通运营企业的经济效益和社会效益。[方法]引入QFD(质量功能展开)理论获取乘客需求数据,进行识别、归类及筛选,凝炼为评价指标,构建基于乘客需求的城市轨道交通服务质量评价指标体系;运用AHP(层次分析法)和熵权法计算各指标组合权重,通过云模型得出城市轨道交通服务质量的综合评价结果;引入IPA(重要度-绩效分析法)对评价结果进行深入研究,进一步挖掘各评价指标对整体服务质量的影响优先级。以昆明地铁首期工程为例,依据实际调查数据,通过云模型得出该线路的最终服务质量评价结果并进行IPA分析。[结果及结论]昆明地铁首期工程的服务质量评价结果为比较满意,与该项目实际调研结论相符,证明了基于乘客需求的城市轨道交通服务质量评价方法的有效性。对该实例评价结果进行IPA分析后,提出了提升昆明地铁首期工程服务质量的具体策略:协调换乘,增加发车频次,根据天气及时调整通风。

[Objective]Evaluation of urban rail transit service quality based on passenger demand not only promotes service quality improvement and enhances passenger satisfaction with travel,but also contributes to economic and social benefits of urban rail transit operating enterprises.[Method]The QFD(quality function deployment)theory is introduced to obtain passenger demand data,which are identified,classified,filtered and refined into evaluation indicators.A quality evaluation index system for urban rail transit service based on passenger demand is constructed.Using AHP(analytic hierarchy process)and entropy weight method to calculate the weight of each indicator combination,and using a cloud model to obtain the comprehensive evaluation results of urban rail transit service quality.The IPA(importance-performance analysis)is introduced to conduct in-depth research on the evaluation results,further exploring the priority of the impact of each evaluation indicator on the overall service quality.Taking the first phase of the Kunming Metro project as an example,based on actual survey data,the final service quality evaluation results of the line are obtained through cloud model and analyzed using IPA.[Result&Conclusion]The service quality evaluation results of the first phase of Kunming Metro project are relatively satisfactory,consistent with the actual research conclusion of the project,demonstrating the effectiveness of the urban rail transit service quality evaluation method based on passenger demand.After conducting IPA analysis on the evaluation results of this example,specific strategies for improving the service quality of the first phase of Kunming Metro project are proposed:coordinating interchange,increasing the frequency of departure,and timely adjusting ventilation based on weather conditions.