摘要
从车站人员服务、技术设备和站内环境等角度出发,建立了铁路货运站服务质量水平的综合评价指标体系,包括业务范围、服务价格、货站环境、服务效率、技术水平、服务态度、货物在站停留时间。应用灰色关联分析方法,建立了相应的综合评价模型。经实例计算验证,应用灰色关联分析方法评价货运站的服务质量,操作简便,结果比较可靠,而且所得的综合评价值可用于描述评价对象的服务质量状况,这对铁路部门提高货运站水平有很好的参考价值。
From the perspectives of personnel, equipment, environment, etc, this article established a railway freight station service quality comprehensive evaluation index system,which included business scope, service price, station environment, service efficiency, technology standard, service manner, and overstocked time. A comprehensive evaluation model based on the grey correlation method was proposed. The calculation shows that the grey correlated analysis method is an easy way to evaluat the freight station. The result is reliable and has the value to enhance railway freight station service quality.
出处
《交通运输工程与信息学报》
2015年第1期63-66,84,共5页
Journal of Transportation Engineering and Information
基金
国家自然科学基金项目(61203175)
中央高校基本科研业务费专项资金项目(2682013CX068)
综合运输四川省重点实验室开放基金项目(B01B1201)
关键词
铁路货运站
服务质量
指标体系
灰色关联评价
Railway freight station
service qualification
evaluation index
grey correlation method
