Passenger Service Quality Evaluation Of High-speed Railway

With the massive railway construction of our country,passenger transportation of high-speed railway has become a crucial part of our country's passenger transportation.Because of its high carrying capability,strong transportation ability,less time consumption,high security,high on-schedule rate,comfort,convenience and other advantages,high-speed railway has become one of the high-priority options for more and more passengers.High-speed railway transportation,as an invisible product,its service quality directly influences passenger's choice of travel mode.According to the 5^th provision of Railway Law of the People's Republic of China,the railway transportation enterprise must stick to the orientation of communist operation and the purpose of serving the people to improve the operating management,to change the railway working and service style practically,and to improve the service quality.As a new form of railway passenger transport service product,high-speed railway transport must improve its own service quality continuously and realize its own development and self-improvement and it must meet different market needs so as to gain an invincible position in competition.This paper analyzes the research status of railway service quality at home and abroad from research perspective and research method.On this basis,firstly,a theoretical research was conducted on the service quality evaluation of high-speed railway.Service quality evaluation system was set up based on passenger's perception perspectives from ticket-booking,inbound,travelling and outbound phases.Then within this paper,rough set theory is applied to both the reduction and the weight definition for evaluation index;fuzzy comprehensive evaluation and grey comprehensive evaluation methods are integrated to evaluate the service quality of high-speed railway synthetically.Finally,practice research on service quality evaluation of high-speed railway was carried out.Taking the Harbin-Dalian high-speed railway as the instance,passenger service quality of high-speed railway was evaluated on train G47,which sets off from Dalian North Railway Station and terminates at Harbin West Railway Station?time ranged from 2017/1/1 to 2017/2/28?.Meantime,passenger market was subdivided based on different cabins and passenger ages.By utilizing the theoretical research results of high-speed railway service quality evaluation,evaluation result from different types of passengers was come up and after that the analysis was done on the evaluation result and the corresponding advices were proposed.