| With the increasing contradiction between the increasing traffic flow and the shortage of highway traffic supply,the toll station acts as the “bottleneck” node of the highway,and its service quality directly affects the efficiency and capacity of the toll station.Improving the comprehensive service quality of highway toll stations and improving the efficiency of highway network are the core of highway operation and management.This paper constructs a comprehensive evaluation system for the service quality of highway toll stations,aiming at accurately and effectively evaluating the service quality of toll stations through various evaluation indexes,and providing decision-making basis for highway operation managers to improve the service level of toll stations.This paper expounds the comprehensive evaluation method of service quality of highway toll stations from three aspects: toll station service evaluation system,evaluation theory method and index factor weighting method.According to the service characteristics of the toll station,the indexes affecting the service quality of the toll station are sorted out.The comprehensive index factor screening method combining expert scoring method,specific gravity method and cluster analysis method is used to screen the evaluation index factors,and the clustering spectrum diagram of the evaluation index factor screening is obtained.The evaluation system structure that classifies the evaluation indexes according to the index attributes is verified.From the three aspects of toll service,infrastructure service and emergency service,the comprehensive evaluation system of highway toll station service quality is constructed,and the indexes are dimensionless through the mean value method.Analyze and compare various evaluation methods,adopt the comprehensive evaluation method combining the AHP method and the crossefficiency evaluation method based on super-efficiency DEA model,combine the advantages of the AHP evaluation method and the DAE evaluation method,take the subjective preference coefficient,and construct the high speed based on AHP-DEA.Comprehensive evaluation model for service quality of highway toll stations.Compared with the traditional evaluation method,the AHP-DEA combined model evaluation method takes into account the influence of subjective factors and objective factors on the service quality evaluation of the toll station,and avoids the shortcomings caused by the evaluation of the single evaluation method.Taking the Lintong Toll Station,the Baqiao Toll Station,the Bingmayong Toll Station,the Xinfeng Toll Station and the Huokou toll station in the Lianyungang-Khorgos highway in Shaanxi Province as an example,the service quality of these five toll stations is evaluated by the comprehensive evaluation method of highway toll station service quality established in this paper.The results showed that the service quality of the Baqiao toll station was higher,the Lintong toll station was second,and the service quality of the Bingmayong,Xinfeng and Huokou toll stations was lower.The rationality of the comprehensive evaluation system of highway toll station service quality and the AHP-DEA combination model evaluation method established in this paper is verified. |
