摘要
高铁客运枢纽接驳交通设施服务质量的优劣直接影响旅客的换乘效率,在设施布局模式固定的情况下,有必要对设施内在的服务质量进行评价。通过分析接驳交通设施服务质量的影响因素及其基本规定,从总体设施服务快捷性、方便性、舒适性、安全性和可靠性等5个维度建立评价指标体系;根据旅客换乘感知调查,确定各项评价指标权重;依据模糊数学原理,利用加权平均型算法对接驳交通设施服务质量进行了模糊综合评价。以哈尔滨西站为例,在对旅客、专家进行问卷调查的基础上,对现状接驳交通设施服务质量进行了评价,得到综合评分为4.3分(满分为5分)的结论,服务质量较好。研究成果可为高铁客运枢纽运营管理者分析接驳交通设施的服务质量提供参考依据。
The service quality of the connecting facility in the high speed railway passenger transport hub will directly affect the transfer efficiency of the passengers. It is necessary to evaluate the facility service quality under the condition of the fixed layout of fa-cilities. Based on the analysis of the influencing factors and the basic rules of the service quality of the connecting facility, the evalua-tion index system is established from 5 dimensions, such as the rapidness, convenience, comfort, safety and reliability. According to the survey of passenger transfer perception, the weight of each evaluation index is determined. Based on the principle of fuzzy math-ematics ,the weighted average algorithm is used to do the fuzzy synthetic evaluation of the service quality. In the case of Harbin west station, this paper evaluates the service quality of the existing connecting facilities based on the result of questionnaire survey of pas-sengers and experts. The conclusion of comprehensive score of 4. 3 points（out of a total of 5 points） shows it has a good service quali-ty. The results can provide a reference basis for the analysis of the service quality of the connecting facility of the high - speed railway passenger transport hub.
出处
《森林工程》
2017年第4期78-82,88,共6页
Forest Engineering
基金
国家自然科学基金重点项目(51638004)
国家自然科学基金面上项目(51278158)
关键词
高铁客运枢纽
接驳交通设施
服务质量
模糊综合评价
High - speed railway passenger transport hub
c o n n e c t i n g facility
service q u a l i t y
fuzzy synthetic evaluation
