Research On The Quality Evaluation Of Railway Freight Services Based On Matian System

With the development of society,the progress of the times,and the rapid economic growth today,people’s sense of autonomy is also becoming stronger and stronger.In the freight service industry,customers choose the way of freight transportation based on their company’s service quality.How to scientifically and accurately evaluate the quality of a company’s service has become increasingly important,and scientific and accurate evaluation helps companies identify their own shortcomings and shortcomings in the service process.Based on the above issues,this article combines the traditional SERVQUAL scale with the LSQ logistics model,and combines previous research to build an evaluation index system for evaluating customer satisfaction.Through screening the traditional scale,this article constructs a set of scientific and reasonable evaluation scales.On this basis,taking customer satisfaction as an output indicator in the DEA model,a railway freight service quality evaluation index system based on the BCC model is constructed.According to the established evaluation index system for railway freight service quality,the Matian system is introduced into the evaluation of railway freight service quality,and combined with the DEA model,an evaluation model based on the Matian system and DEA is constructed to evaluate the quality of railway freight service.Due to the strong subjectivity of the Martian system when selecting normal samples to construct a benchmark space,the selection of normal samples is usually based on the scoring method.Therefore,based on this,this paper chooses to use the entropy method to calculate the sample weight of the obtained original samples to obtain the initial ranking of the samples,which is used to distinguish between normal and abnormal samples,Then,the selected initial normal samples are subjected to secondary screening through the DEA model to remove abnormal sample data mixed in the normal samples.Finally,using the traditional Matian system calculation method,the input-output index constructed by orthogonal table and signal-to-noise ratio is reduced to evaluate the railway freight service quality of railway freight company A.The results show that the improved Martian system based on DEA model is more accurate than the traditional Martian system evaluation results.The actual example of railway freight company A shows that the service quality ranking for the 48 months from 2019 to 2022 was the highest in January 2020,and the overall service quality ranking decreased slightly from2021 to 2022.The reason for this is that due to the impact of the epidemic in recent years,the company’s investment in railway freight has decreased slightly,and the decrease in the number of railway freight employees has led to an overall decline in customer satisfaction in the past two years,resulting in an overall decline in the quality of railway freight service.Therefore,the company should strengthen the supervision of customer service quality,strengthen the service level and work ability of employees,and strengthen investment in railway freight transportation,such as recruiting high-quality talents,purchasing more advanced loading and unloading equipment,and increasing railway freight vehicles,to improve the speed of railway freight transportation,thereby improving customer satisfaction and railway freight service quality.