Research On Comprehensive Evaluation System Of Railway Passenger Transport Service Quality

With the continuous improvement of people’s living standard,passengers pay more attention to the quality of railway passenger transportation service journey.However,the current railway passenger transport service industry in the service quality problems occur frequently,and the number of complaints from passengers due to service quality problems is gradually increasing.In this context,how to comprehensively and reasonably evaluate the quality of railway passenger transport service,better meet the needs of passengers travel,is an urgent problem to be solved.This paper tries to construct a comprehensive evaluation system which can be applied to railway passenger transport service quality scientifically and reasonably.Paper first for railway passenger transport service quality related research at home and abroad,then introduces the connotation of railway passenger transport service quality comprehensive evaluation,railway passenger transport service quality and the connotation and characteristics of passenger satisfaction,respectively by the railway passenger transport service quality and passenger satisfaction evaluation index were analyzed,sure to select the same standard.By comparing and analyzing the applicability of the common evaluation methods of railway passenger transportation service quality and passenger satisfaction,the standard family quality evaluation method and fuzzy comprehensive evaluation method are selected respectively.Secondly,the paper analyzes the composition of the railway passenger transportation organization management system and the comprehensive evaluation system of service quality,and analyzes and compares the service quality evaluation index system of high-speed railway train,universal railway train and high-speed railway station,universal railway station and GAopu mixed station,and the evaluation index system of passenger satisfaction.Essay then respectively using fuzzy analytic hierarchy process(ahp)and entropy weight method,respectively,to determine the railway passenger transport service quality and passenger satisfaction index weight,at the same time,based on the standard of centesimal system evaluation method and fuzzy comprehensive evaluation method of railway passenger transport service quality and passenger satisfaction evaluation,through the establishment of railway overall score hierarchy,The calculation method of the overall score of railway passenger transport service quality is put forward.Paper finally for a certain railway passenger transport service quality evaluation is analyzed,based on the railway passenger transport service quality and passenger satisfaction survey data,calculate the railway passenger transport service quality score,and through the test of reliability and validity of the index system of passenger satisfaction is obtained and the conclusion of the rationality of the design of the questionnaire,SPSSPRO was further used to calculate the weight of passenger satisfaction index and fuzzy comprehensive evaluation to calculate the score of passenger satisfaction.Finally,the comprehensive evaluation score of railway passenger transportation service quality evaluation is calculated and compared.The score of railway bureau service quality evaluation is 83.175,and the evaluation set is "good".