基于旅客需求的高速铁路客运服务质量评价

高速铁路客运服务应以旅客需求为导向,借助客运服务质量评价体系,完善高速铁路客运服务,满足旅客多样化出行需求。以马斯洛需求理论为基础,针对高速铁路旅客需求和感知建立三级评价指标体系,并提出运用灰色关联度-模糊综合评价法对高速铁路客运服务质量进行评价。对成都东站、重庆西站,以及G2885和G2890次列车高速铁路旅客进行现场调研,基于调研数据,运用灰色关联度-模糊综合评价法评价高速铁路客运服务质量。结果表明,高速铁路列车服务质量总体高于车站服务质量;相比于高速铁路客运服务的基本需求和物质需求,提升服务等级和注重精神尊重是提升高速铁路客运服务质量的努力方向之一。

Evaluation of High Speed Railway Passenger Transportation Service Based on Passenger Demand

With the aid of the passenger transportation service quality evaluation system,high speed railway passenger transportation service is guided by passenger demand,which can meet the diverse travel demands of passengers through improving high speed railway passenger transport services.Based on Maslow's demand theory,a three-level evaluation index system for high speed railway passenger demand and perception was established,and a high speed railway passenger service quality questionnaire adopting grey correlation degree-fuzzy comprehensive evaluation was designed.On-site investigation was conducted in Chengdu East Railway Station,Chongqing West Railway Station and to high speed railway passengers on G2885 and G2890.Based on the collected data,the grey correlation degree-fuzzy comprehensive evaluation method was adopted to evaluate the quality of the high speed railway passenger transportation service.The results show that the service quality of high speed railway trains is generally higher than the service quality of stations;compared with the basic and material needs of high speed railway passenger transportation services,improving service and emphasizing on spiritual respect are one of the efforts to improve the quality of high speed railway passenger transportation service.