CN105760994A - Urban and rural passenger transport service quality evaluation method based on CPQ&OSQ - Google Patents
Urban and rural passenger transport service quality evaluation method based on CPQ&OSQ Download PDFInfo
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Abstract
The invention discloses an urban and rural passenger transport service quality evaluation method based on CPQ&OSQ. According to the method, an urban and rural passenger transport service quality evaluation system is established from two aspects of the passenger perception quality (CPQ) and the organization support quality (OSQ). According to the organization support quality evaluation method, an evaluation system including 5 first-level evaluation indexes and 23 second-level evaluation indexes is constructed, the weight of each index is determined by utilizing the analytic hierarchy process (AHP), and the organization support quality is evaluated by adopting a fuzzy comprehensive evaluation method. The level of the urban and rural passenger transport service quality is determined through the evaluation results of the two aspects of the passenger perception quality (CPQ) and the organization support quality (OSQ), the service quality evaluation result is divided into three levels of the three-star level, the two-star level and the one-star level, and the level division standards are formulated. The technical problem that there is no evaluation method especially for the urban and rural passenger transport service quality in our country at present can be solved by the method.
Description
Technical field
The present invention relates to a kind of town and country quality of passenger service evaluation methodology based on CPQ&OSQ, for a certain town and country commuter service level is made rational evaluation.
Background technology
Town and country passenger traffic is one of infrastructure of town and country construction, is urban and rural residents' economic civilization indispensable bridge of life and tie.Both at home and abroad that the achievement school of Quality of Public Transport Service evaluation study is many, but almost without being specifically designed for the research that town and country quality of passenger service is evaluated.
The theory of service quality evaluation and method are based primarily upon service-aware and the service expectation of client, by contrasting the difference between expectation and perception, specify service system running status and bottleneck place；Owing to the service-aware of client is mainly formed in the process that service provides, many scholars all generally recognize Service Contact point importance in service process, service providing process is conducted in-depth research, propose service quality and characterize key element and Gap Model, in order to the root of analyzing influence customers' perception service；
Summary of the invention
The invention provides a kind of town and country quality of passenger service evaluation methodology based on CPQ&OSQ, to solve the current technical problem not still being specifically designed for town and country quality of passenger service evaluation methodology of China.
A kind of town and country quality of passenger service evaluation methodology based on CPQ&OSQ, is divided into passenger perceived quality CPQ and tissue scaffold quality OSQ two parts by town and country quality of passenger service；OSQ assessment indicator system is divided into 5 one-level evaluation indexes, is the evaluation to Service Quality Management, the evaluation to practitioner, the evaluation to facilities and equipment, the evaluation to operating service and the evaluation to admission fee respectively；Wherein, the evaluation of Service Quality Management is included the evaluation to quality of service goals, practitioner's management, facilities and equipment management, operational management, service quality supervision and 6 two-level index of supervision；The evaluation of practitioner is comprised the evaluation of appearance instrument, service language, attitude and 4 two-level index of business skill；The evaluation of facilities and equipment is included the evaluation to policy, passenger station, passenger transport line and 4 two-level index of passenger stock；The evaluation of operating service included ticketing, enter the station, luggage delivery or deposit, wait, ride, vehicle runs, the evaluation of Transportation Organization and 8 two-level index of safety；The evaluation of admission fee is comprised the evaluation to 1 two-level index of admission fee；
Tissue scaffold quality OSQ passes through computer, adopts Field Using Fuzzy Comprehensive Assessment that tissue scaffold quality is evaluated, specifically comprises the following steps that
(1) OSQ one-level evaluation indice is set as U={u1..., ui..., un, two-level appraisement index set is: ui={ ui1, ii2..., uil..., uiq}；
(2) analytic hierarchy process (AHP) is utilized to determine each index weights；
(3) Comment gathers V={v is set up1, v2..., vm, the corresponding fuzzy subset of each grade, it is divided into 3 grades；According to evaluation index mark, each evaluation index is imparted standard value V={100,85,60}, obtain 3 score value intervals, namely score value interval be (85,100], (60,85], (0,60], respectively correspondence comment be excellent, good, general；
(4) structure membership function carries out single factor evaluation: adopting lower semi-trapezoid distribution function to determine degree of membership, R is the fuzzy relation of U to V, rmnRepresenting the m-th factor degree of membership to n-th grade, membership function formula is:
As j=1, membership function formula is:
As j=2, membership function formula is:
As j=3, membership function formula is:
The judge collection of n factor is formed a monofactorial Judgement Matrix Ri:
The fuzzy overall evaluation of (5) i-th class factors integrates as Bi:
(6) single factor judgment matrix of Secondary Fuzzy Comprehensive Evaluation is one-level fuzzy synthesis matrix R:
(7) Secondary Fuzzy Comprehensive Evaluation matrix is:
(8) according to the standard value that each Comment gathers is corresponding, utilization " weighted average type " can obtain OSQ evaluation of estimate and be:
(9) town and country quality of passenger service grade classification: town and country quality of passenger service is divided different stage according to CPQ and OSQ score, represents that service quality is high, service quality is general, service quality is low respectively.
The present invention proposes the town and country quality of passenger service evaluation model based on passenger's perceived quality and tissue scaffold quality.Passenger's perceived quality (CPQ) is the perception degree of the subjective service quality to town and country commuter service tissue of passenger；Tissue scaffold quality (OSQ) is to be organized in service quality level intrinsic under the conditions such as personnel, facility, material, method, environment.Achieve the evaluation methodology of the science, unification and the practicality that are specifically designed for town and country quality of passenger service and evaluate.
Accompanying drawing explanation
The lower semi-trapezoid Fuzzy Distribution figure of Fig. 1 present invention.
The town and country quality of passenger service evaluation model of Fig. 2 present invention.
Detailed description of the invention
The quality of service method of thoroughly evaluating town and country passenger traffic of the present invention, not only to evaluate the transportation service level that passenger perceives, and also should evaluate the intrinsic service ability of transportation service tissue and level；The present invention designs a kind of town and country quality of passenger service evaluation model based on passenger's perceived quality (CPQ) and tissue scaffold quality (OSQ) as shown in Figure 2；CPQ represents passenger's perception degree to the service quality of town and country commuter service tissue, is built upon on demand and the expectation of passenger；OSQ represents town and country commuter service and is organized in service level intrinsic under the conditions such as existing internal control, personnel, facilities and equipment, operating service and admission fee, is the quality of a kind of objectivity, and concrete evaluation procedure is as follows:
1) passenger's perceived quality (CPQ) is evaluated: CPQ adopts and passenger is carried out questionnaire survey is evaluated, and main considers 6 aspect characteristics such as functional, the economy of town and country commuter service, safety, timeliness, comfortableness and civilization；Adopt process analysis method, passenger's contact and the overall process of perception transportation service be analyzed, sum up passenger to 20 influence factors of transportation service perception as the evaluation index of passenger's perceiving service quality in Table 3；According to international " 5 score value " Li Kete (LIKERT) scale, each evaluation index is carried out assignment, namely the evaluation result of each evaluation content is " very good ", " good ", " generally ", " bad ", " very bad ", corresponding score value respectively " 5 ", " 4 ", " 3 ", " 2 ", " 1 ".
2) tissue scaffold service quality (OSQ) is evaluated: OSQ assessment indicator system is divided into 5 one-level evaluation indexes, is the evaluation to Service Quality Management, the evaluation to practitioner, the evaluation to facilities and equipment, the evaluation to operating service and the evaluation to admission fee respectively；Wherein, the evaluation of Service Quality Management is included the evaluation to quality of service goals, practitioner's management, facilities and equipment management, operational management, service quality supervision and 6 two-level index of supervision；The evaluation of practitioner is comprised the evaluation of appearance instrument, service language, attitude and 4 two-level index of business skill；The evaluation of facilities and equipment is included the evaluation to policy, passenger station, passenger transport line and 4 two-level index of passenger stock；The evaluation of operating service included ticketing, enter the station, luggage delivery or deposit, wait, ride, vehicle runs, the evaluation of Transportation Organization and 8 two-level index of safety；The evaluation of admission fee is comprised the evaluation to 1 two-level index of admission fee；Relative importance marking between the two-level index that the relative importance between each first class index and first class index are comprised by invitation row expert, adopts analytic hierarchy process (AHP) to calculate the weight of index at different levels；The full marks value of each two-level index is all set as 100 points, according to the significance level affecting service quality, determines different score basis and score value respectively, in Table 4；Adopt Field Using Fuzzy Comprehensive Assessment that tissue scaffold quality is evaluated.
Tissue scaffold quality (OSQ) index invites row expert to adopt the mode of data review and site inspection that each two-level index is given a mark, and full marks are 100 points, then carry out fuzzy overall evaluation, and step is as follows:
(1) OSQ one-level evaluation indice is set as U={u1..., ui..., um, two-level appraisement index set is: ui={ ui1, ui2..., uil..., uiq}；
(2) Comment gathers V={v is set up1, v2..., vm, the corresponding fuzzy subset of each grade, it is divided into 3 grades.Mark according to evaluation index, each evaluation index is imparted standard value V={100,85,60}, obtain 3 score value intervals；Interval referring to table 1OSQ evaluation index score value.
(3) structure membership function carries out single factor evaluation: adopt lower semi-trapezoid distribution function to determine that degree of membership is shown in the fuzzy relation that Fig. 1, R are U to V, rmnRepresenting the m-th factor degree of membership to n-th grade, membership function formula is:
As j=1, membership function formula is:
As j=2, membership function formula is:
As j=3, membership function formula is:
The judge collection of n factor is formed a monofactorial Judgement Matrix Ri:
The fuzzy overall evaluation of (4) i-th class factors integrates as Bi:
(5) single factor judgment matrix of Secondary Fuzzy Comprehensive Evaluation is one-level fuzzy synthesis matrix R:
(6) Secondary Fuzzy Comprehensive Evaluation matrix is:
(7) according to the standard value that each Comment gathers is corresponding, utilization " weighted average type " can obtain OSQ evaluation of estimate and be:
Below in conjunction with specific embodiment, the present invention is further described.
For somewhere, adopting the town and country quality of passenger service evaluation methodology based on CPQ and OSQ that town and country quality of passenger service is evaluated, step is as follows:
1) passenger's perceived quality (CPQ) is evaluated: uniformly provides passenger's perceived quality questionnaire 700 parts in this area, filters out effective questionnaire 500 parts；Being computed, CPQ average is 71.65 points.
2) tissue scaffold quality (OSQ) is evaluated: invites 5 experts that OSQ index is given a mark, makes even and divide equally rear scoring event in Table 6.
Determine that (wherein, W represents tissue scaffold quality evaluation index fuzzy weight vector to fuzzy weight vector W as follows according to tissue scaffold quality evaluation index weight；W1Represent Service Quality Management evaluation index fuzzy weight vector；W2Represent practitioner's evaluation index fuzzy weight vector；W3Represent facilities and equipment evaluation index fuzzy weight vector；W4Represent operating service evaluation index Fuzzy weight vector；W5Represent admission fee evaluation index fuzzy weight vector):
W=(0.1197,0.2394,0.1502,0.3832,0.1023)
W1=(0.1426,0.3782,0.2108,0.1056,0.0552,0.1076)
W2=(0.1683,0.2365,0.3087,0.2865)
W3=(0.1060,0.5014,0.1805,0.2121)
W4=(0.0552,0.0350,0.0665,0.1159,0.1943,0.3025,0.1662,0.0664)
W5=(1.0000)
Tissue scaffold quality (OSQ) fuzzy overall evaluation step is as follows:
(1) evaluation index Comment gathers is set up: evaluation index Comment gathers V=(V1, V2, V3)=(service quality is high, and service quality is general, and service quality is low).85 (containing 85) to 100 submeters show that service quality is high, and 60 points of (containing 60 points) to 84 submeters show that service quality is general, to 59 submeters, 0 point is shown that service quality is low.
(2) subordinated-degree matrix of each index is calculated according to lower semi-trapezoid distribution:
B3=W3·R3=(0.0000,0.3570,0.6430)
B4=W4·R4=(0.0243,0.6824,0.2953)
B5=W5·R5=(0,0.6000,0.4000)
(4) Secondary Fuzzy Comprehensive Evaluation matrix is: B=W R=(0.0093,0.5387,0.4520)
(5) tissue scaffold quality (OSQ) fuzzy overall evaluation result: in order to avoid taking maximum and the error of minima generation, V=(92.5 is taken according to practical situation evaluation collection, 72.5,40), then OSQ comprehensive evaluation value is: Q=B VT=67.04.
3) town and country, this area quality of passenger service grade is determined: according to table 2 town and country quality of passenger service grading standard, town and country, this area quality of passenger service grade is two stars, and service quality is general.The criteria for classifying is in Table 2.
Table 1OSQ evaluation index score value is interval
| Comment | Excellent | Good | Generally |
| Score value is interval | (85,100] | (60,85] | (0,60] |
Table 2 town and country quality of passenger service grading standard
Table 3 passenger's perceived quality (CPQ) evaluation index and assignment:
Table 4 tissue scaffold quality (OSQ) evaluation index and weight:
Table 6 town and country quality of passenger service tissue scaffold quality evaluation indices scores:
Claims (1)
1., based on a town and country quality of passenger service evaluation methodology of CPQ&OSQ, town and country quality of passenger service is divided into passenger perceived quality CPQ and tissue scaffold quality OSQ two parts；It is characterized in that: OSQ assessment indicator system is divided into 5 one-level evaluation indexes, be the evaluation to Service Quality Management, the evaluation to practitioner, the evaluation to facilities and equipment, the evaluation to operating service and the evaluation to admission fee respectively；Wherein, the evaluation of Service Quality Management is included the evaluation to quality of service goals, practitioner's management, facilities and equipment management, operational management, service quality supervision and 6 two-level index of supervision；The evaluation of practitioner is comprised the evaluation of appearance instrument, service language, attitude and 4 two-level index of business skill；The evaluation of facilities and equipment is included the evaluation to policy, passenger station, passenger transport line and 4 two-level index of passenger stock；The evaluation of operating service included ticketing, enter the station, luggage delivery or deposit, wait, ride, vehicle runs, the evaluation of Transportation Organization and 8 two-level index of safety；The evaluation of admission fee is comprised the evaluation to 1 two-level index of admission fee；
Tissue scaffold quality OSQ passes through computer, adopts Field Using Fuzzy Comprehensive Assessment that tissue scaffold quality is evaluated, specifically comprises the following steps that
(1) OSQ one-level evaluation indice is set as U={u1,…,ui,…,un, two-level appraisement index set is: ui={ ui1,ui2,…,uil,…,uiq}；
(2) analytic hierarchy process (AHP) is utilized to determine each index weights；
(3) Comment gathers V={v is set up1,v2,…,vm, the corresponding fuzzy subset of each grade, it is divided into 3 grades；According to evaluation index mark, each evaluation index is imparted standard value V={100,85,60}, obtain 3 score value intervals, namely score value interval be (85,100], (60,85], (0,60], respectively correspondence comment be excellent, good, general；
(4) structure membership function carries out single factor evaluation: adopting lower semi-trapezoid distribution function to determine degree of membership, R is the fuzzy relation of U to V, rmnRepresenting the m-th factor degree of membership to n-th grade, membership function formula is:
As j=1, membership function formula is:
As j=2, membership function formula is:
As j=3, membership function formula is:
The judge collection of n factor is formed a monofactorial Judgement Matrix Ri:
The fuzzy overall evaluation of (5) i-th class factors integrates as Bi:
(6) single factor judgment matrix of Secondary Fuzzy Comprehensive Evaluation is one-level fuzzy synthesis matrix R:
(7) Secondary Fuzzy Comprehensive Evaluation matrix is:
(8) according to the standard value that each Comment gathers is corresponding, utilization " weighted average type " can obtain OSQ evaluation of estimate and be:
(9) town and country quality of passenger service grade classification: town and country quality of passenger service is divided different stage according to CPQ and OSQ score, represents that service quality is high, service quality is general, service quality is low respectively.
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Cited By (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN107274109A (en) * | 2017-08-08 | 2017-10-20 | 交通运输部科学研究院 | The assessment method of highway passenger stations efficiency grade |
| CN108256761A (en) * | 2018-01-15 | 2018-07-06 | 中国人民解放军陆军装甲兵学院 | Overhead weapon station grey fuzzy comprehensive evaluation method |
| CN112561304A (en) * | 2020-12-10 | 2021-03-26 | 交科院技术咨询（北京）有限公司 | Evaluation method of urban conventional public transport network |
| CN113837631A (en) * | 2021-09-29 | 2021-12-24 | 平安科技（深圳）有限公司 | Employee evaluation method and device, electronic device and readable storage medium |
| CN107767011B (en) * | 2017-08-21 | 2023-11-07 | 南京理工大学 | Pedestrian characteristic acquisition system and service level dynamic evaluation method for railway station |
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2016
- 2016-02-05 CN CN201610080955.1A patent/CN105760994A/en active Pending
Cited By (6)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN107274109A (en) * | 2017-08-08 | 2017-10-20 | 交通运输部科学研究院 | The assessment method of highway passenger stations efficiency grade |
| CN107767011B (en) * | 2017-08-21 | 2023-11-07 | 南京理工大学 | Pedestrian characteristic acquisition system and service level dynamic evaluation method for railway station |
| CN108256761A (en) * | 2018-01-15 | 2018-07-06 | 中国人民解放军陆军装甲兵学院 | Overhead weapon station grey fuzzy comprehensive evaluation method |
| CN112561304A (en) * | 2020-12-10 | 2021-03-26 | 交科院技术咨询（北京）有限公司 | Evaluation method of urban conventional public transport network |
| CN113837631A (en) * | 2021-09-29 | 2021-12-24 | 平安科技（深圳）有限公司 | Employee evaluation method and device, electronic device and readable storage medium |
| CN113837631B (en) * | 2021-09-29 | 2024-01-19 | 平安科技（深圳）有限公司 | Employee evaluation method and device, electronic equipment and readable storage medium |
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Application publication date: 20160713 |