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Abstract
In order to reasonably assess the railway service quality, a multilevel extensible assessment model is proposed based on the matter element theory and the extension theory. The proposed model is applied to a real case study of some railway lines. The matter element to assess the railway service quality is established on the basis of the characteristics of passenger transit which included 7 primary assessment indices and 26 senior assessment indices. The index weights are determined by the passengers who were interviewed on board during their journey. Railway service quality is assessed by the values of the correlation degree of the matter element with all the assessment grades. The multilevel extensible assessment method can fully reflect the distance between the overall railway service quality or one kind of service attribute and the assessment grades and then it can realize the continuous assessment. The method can provide not only the passengers’ overall satisfaction degree on the railway service quality but also the passengers’ satisfaction degree on one assessment index.
Highlights
Service quality is one of the major concerns of the passengers when they select their trip modes; high levels of service quality can attract more passengers to travel by railway
We propose analyses for different classes of passengers; by comparing the correlation degree of one class of passengers with another class of passengers, we can infer the preferences on the railway service attribute of different kinds of passengers
The railway operators should know whether the passengers are satisfied with the quality of the main service attributes and they can improve their service and Weight, score, and correlation degree value of suburban lines
Summary
Service quality is one of the major concerns of the passengers when they select their trip modes; high levels of service quality can attract more passengers to travel by railway. The multilevel extensible assessment method seems very appropriate for this kind of measurement, because it is able to fully reflect the distance between the overall railway service quality or the quality of one kind of the several service attributes and the assessment grades and it can realize the continuous assessment. In this analysis, the data range of the transit users’ score on one railway service attribute is taken as the classical domain of the index if they think that the service quality attribute deserves the assessment remark. Joint domain is the value scope of one assessment index which includes all the possible values In this analysis, the data range of the transit users’ score on one railway service attribute is taken as the joint domain. Let Rdq denote the joint domain matter element of the d kind of assessment indices
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