Abstract
The satisfaction of passengers plays an important role in choosing the transportation mode which directly influences train service quality. Based on passengers’ needs, the evaluation index system of train service quality was built. A field example was applied in Chinese high-speed rail, G33 passenger train. The evaluation value of service quality can be calculated by the hybrid method based on grey correlation analysis (GCA) and fuzzy comprehensive judgment (FCJ). The result indicates that the index system and the integration of GCA and FCJ could effectively evaluate passenger train service quality.
Highlights
The train service quality directly influences the satisfaction level of passengers which plays an important role in choosing the transportation mode
FCJ, named fuzzy comprehensive judgment, is a synthetic evaluation method based on fuzzy mathematics
This paper proposes an evaluation index system of the passenger train service quality based on passengers’ needs
Summary
The train service quality directly influences the satisfaction level of passengers which plays an important role in choosing the transportation mode. Many researchers had built evaluation index system to the passenger train service quality. Nathanail [1] presented a framework which can be used to assist railway operators into monitoring and controlling the service quality This framework was based on the estimation of 22 indicators, grouped under six criteria. Some index systems were built and the service quality of railway was evaluated as discussed elsewhere [5,6,7,8]. Based on SERVQUAL and fuzzy TOPSIS [13, 14], a hybrid approach was presented for evaluating service quality of urban transportation systems. Based on passengers’ needs, a new evaluation index system was built for evaluating train passenger service quality.
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