摘要
为了客观、准确地评价铁路客运服务质量,借鉴SERVPERF模型5个维度的思想,结合旅客感知服务流程建立铁路客运服务质量评价指标体系,提出利用主成分分析法计算指标的客观权重,建立基于综合主成分分析的铁路客运服务质量评价模型。以西南地区11个客运站和20列旅客列车为例,综合车站、列车进行铁路客运服务质量评价。结果表明,车站方面昆明站客运服务质量水平最高,资阳站客运服务水平最低;列车方面高速列车服务水平最高,快速列车服务水平最低;综合考虑车站与列车因素,攀枝花站服务水平下降较多。
To objectively and accurately evaluate the railway passenger service quality, this paper establishes an evaluation system of railway passenger service quality by using the five aspects of SERVPERF model and on the basis of passenger perception. The objective weight of indexes is calculated by principal component analysis, and the evaluation model of railway passenger service quality based on comprehensive principal component analysis is established. Taking 11 passenger stations and 20 passenger trains in Southwest China as examples, the service quality is evaluated. In terms of stations, the service level of Kunming Railway Station is the highest, Ziyang Railway Station is the lowest;in terms of trains, the service level of high-speed train is the highest, and the service level of fast train is the lowest;the service level of Panzhihua Railway Station declines a lot considering the station and train factors.
作者
赵栋煜
翁凡易
马驷
ZHAO Dong-yu;WENG Fanyi;MA Si(Route&Station and Yard Division,China Railway Shanghai Design Institute Group Co.,Ltd,Shanghai 200070,China;Engineering Department,Vanderlande Industries Logistics Automated Systems(Shanghai)Co.,Ltd.Shanghai 200062,China;School of Transportation and Logistics,Southwest Jiaotong University,Chengdu 611756,Sichuan,China))
出处
《铁道运输与经济》
北大核心
2020年第3期18-23,共6页
Railway Transport and Economy
基金
国家重点研发计划(2017YFB1200702)。
