【摘要】 随着高速铁路路网不断完善，旅客运输能力进一步增强，提高市场竞争力，满足旅客服务需求，客观评价高速铁路客运服务质量尤为重要.从服务流程角度出发，构建高速铁路客运服务质量初始评价指标体系，为减少评价指标冗余和避免指标权重的影响，引入质量工程学领域马田系统评价方法.运用其正交表、信噪比方法剔除无效的变量，筛选出有效的特征变量以优化测量表，提高高铁客运服务质量评价的准确性.通过实例验证该方法，得出各个服务环节信噪比效应最大的影响指标，并且对评价对象划分服务水平等级，给出相应的改进对策及建议.结果表明：马田系统评价方法应用于铁路运输领域是行之有效的，为丰富高速铁路客运服务质量评价既有研究提供了可行方案.更多还原

【Abstract】 With the continuous improvement of high-speed railway network, passenger transport capacity is further enhanced, market competitiveness is improved, and passenger service demand is met.It is particularly important to objectively evaluate the quality of high-speed railway passenger transport service.From the perspective of service process, the initial evaluation index system of high-speed railway passenger transport service quality is constructed.In order to reduce the redundancy of evaluation indexes and avoid the impact of index weights, the evaluation method of mahalanobis-taguchi system in the field of quality engineering is introduced.The orthogonal table and signal-to-noise ratio are used to eliminate invalid variables, and effective characteristic variables are selected to optimize the measurement table, so as to improve the accuracy of high-speed railway passenger service quality evaluation.The method is verified by an example, and the maximum influence index of signal-to-noise ratio effect of each service link is obtained.The service level of the evaluation object is divided, and the corresponding improvement countermeasures and suggestions are given.The results show that the application of mahalanobis-taguchi system evaluation method in the field of railway transportation is effective, which provides a feasible scheme for enriching the existing research on high-speed railway passenger service quality evaluation.更多还原