【作者】 张鹏；

【导师】 吕红霞；

【作者基本信息】 西南交通大学 ， 交通运输工程（专业学位）， 2017， 硕士

【摘要】 服务质量的差异很大程度上影响着客运市场的竞争。在社会和经济发展迅猛的同时,各种运输方式的发展都日趋成熟,铁路的发展面临着很大的挑战。只有在服务质量上做进一步的改善,才能获得更大的竞争优势。与此同时,客运专线在近几年不断发展,其发展的客观事实要求我们开发更加优质的客运产品,提高铁路竞争力。科学、客观的评价手段是铁路推行科学管理的重要组成部分,它能有效提高客运服务水平,改善客运服务状况。本文首先综述了国内外有关服务质量及铁路客运服务质量评价方面的研究文献,较系统地介绍了客运专线服务质量理论,接着在综合考虑其他文献的相关内容以及客运专线服务质量评价的具体情况的基础上,总结出影响客运专线服务质量的主要因素,论文通过分解目标的方式形成铁路客运服务质量评价指标体系的构建路线,并在目标与指标间按旅客接受客运服务的全过程分阶段构造出三级指标的层次结构图,建立了客运专线服务质量评价指标体系。然后进一步总结铁路客运服务质量评价模型,并对评价模型进行比较分析,提出针对多个同级别的运输组织客运服务质量进行横向比较的基于模糊多指标和TOPSIS方法的组合评价模型以及针对多个运输组织在一段时间内客运服务质量改善程度进行比较排序的评价模型。最后以武广客运专线作为研究对象,验证了该模型的科学性和可行性,并对如何提高铁路客运质量提出了对策建议。更多还原

【Abstract】 The difference of service quality affects the competition of passenger transport market to a great extent.In the social and economic development at the same time,the development of various modes of transport are becoming more mature,the development of the railway is facing a great challenge.Only in the quality of service to do further improvement,in order to gain greater competitive advantage.At the same time,the development of passenger dedicated line in recent years,the development of the objective facts require us to develop more high-quality passenger products,improve the competitiveness of the railway.The scientific and objective evaluation method is an important part of the scientific management of railway,which can effectively improve the level of passenger service and improve the situation of passenger service.Firstly,the paper summarizes the foreign and domestic documents on service quality and quality evaluation of passenger services,then the basic theories of passenger services quality are introduced systematically.Secondly based on the documents and the practical situation of quality evaluation of Passenger Dedicated Lines passenger services,a more comprehensive and operable quality evaluation system of Passenger Dedicated Lines passenger services is established.Moreover,in order to evaluate the quality of Passenger Dedicated Lines services,the Fuzzy Multiple Index and TOPSIS model is cited in the paper after analyzing the quality evaluation models used in the research of railway passenger services and the method of model selection.The former model focuses on the quality compare between the transportation units at the same level and the latter is used to evaluate the quality improvement of different transportation units during a period of time.At last,an example is given to show the application and effectiveness of the proposed way for evaluation and some proposals are put forward to improve the service quality of railway passenger transportation.更多还原