关键词: 铁路运输, 铁路客运站, 服务质量, 模糊评价方法, 粗糙集

Abstract:

Considering the current service quality evaluation with subjectivity and data ambiguity in traditional railway passenger station, the two layered service evaluation index system is established. And it is based on the analysis of the service characteristics and influencing factors for high-speed railway passenger station. With the fuzzy evaluation method and rough set theory, the service quality evaluation model for highspeed railway passenger station is proposed also in this paper. It solves the correlation effect between the indexes by the method based weight determined route. And it avoids the blindness and subjectivity through the set theory and expert estimation combined. The proposed method realizes comprehensive evaluation to the qualitative and quantitative indicators using the customer survey data besides. Result shows that the method is feasible and accuracy to applied into the service improvement of high-speed railway passenger station.

Key words: railway transportation, railway passenger station, service quality, fuzzy evaluation method, rough set