基于互联网的公路客运服务满意度实时动态评价研究

doi:10.1007/s12204-023-2568-0

J Shanghai Jiaotong Univ Sci ›› 2023, Vol. 28 ›› Issue (1): 39-51.doi: 10.1007/s12204-023-2568-0

基于互联网的公路客运服务满意度实时动态评价研究

（1.上海交通大学船舶海洋与建筑工程学院，上海200240；2. 广州市交通运输研究所，广州510627；3. 上海政法学院，上海201701；4. 上海交通大学设计研究总院，上海200030；5. 上海交通大学 PPP研究中心，上海200030)

收稿日期:2022-04-10 出版日期:2023-01-28 发布日期:2023-02-10

Research on Real-time Dynamic Evaluation of Highway Passenger Service Satisfaction Based on Internet

LUO Jing¹ (罗京), ZHOU Dai¹∗ (周岱), TAN Yunlong² (谭云龙), XIA Ganlin³ (夏甘霖), ZHAO Guohua^4,5 (赵国华)

(1. School of Naval Architecture, Ocean and Civil Engineering, Shanghai Jiao Tong University, Shanghai 200240, China; 2. Guangzhou Transport Research Institute, Guangzhou 510627, China; 3. Shanghai University of Political Science and Law, Shanghai 201701, China; 4. Design & Research Institute, Shanghai Jiao Tong University, Shanghai 200030, China; 5. Consulting Department of PPP Research Center, Shanghai Jiao Tong University, Shanghai 200030, China)

Received:2022-04-10 Online:2023-01-28 Published:2023-02-10

摘要/Abstract

摘要： 在互联网技术快速发展的时代背景下，首先分析总结了基于互联网的实时动态评价特点，在此基础上结合公路客运分层分类评价要求，以及公路客运一次出行服务全过程分析，重点考虑车站候乘服务和车上服务两大出行环节，分别提取旅客最为关注的各项要素作为评价指标，构建公路客运服务满意度评价三级指标体系。在此基础上，选取基于层次分析法和模糊综合评价法的多指标综合评价方法，构建公路客运服务满意度综合评价模型。最后，结合电子购票发展水平和满意度评价要求，提出三种数据采集方式及其工作基础和采集流程，并对三种评价方式的优缺点进行对比分析，为评价数据采集提供参考。

关键词: 交通规划，公路客运，服务满意度，动态评价

Abstract: The current method of evaluating passenger satisfaction primarily adopts the traditional static evaluation mode, which can hardly satisfy the dynamic regulatory requirements of highway passenger transport service quality set by industry management departments. In this paper, we summarize the characteristics of real-time dynamic evaluation under the requirements of hierarchical and classified evaluation and analyze the entire process of the one-time travel service of highway passenger transport. We focus on station waiting and in-vehicle services, extract the elements most concerned by passengers as evaluation indexes, and construct a three-level index system. Subsequently, a multi-indicator comprehensive evaluation method based on the analytic hierarchy process and fuzzy comprehensive evaluation is selected to construct a comprehensive evaluation model. By combining with the development level of electronic ticket purchasing and the requirements of satisfaction evaluation, we propose three data collection methods and compare and analyze their strengths and weaknesses. Finally, based on actual survey data, the effectiveness of the model is verified. The verification results show that the real-time dynamic evaluation index system based on the Internet can better satisfy evaluation requirements.

Key words: traffic planning, highway passenger transport, service satisfaction, dynamic evaluation

中图分类号:

U491

. 基于互联网的公路客运服务满意度实时动态评价研究[J]. J Shanghai Jiaotong Univ Sci, 2023, 28(1): 39-51.

LUO Jing1 (罗京), ZHOU Dai1∗ (周岱), TAN Yunlong2 (谭云龙), XIA Ganlin3 (夏甘霖), ZHAO Guohua4,5 (赵国华). Research on Real-time Dynamic Evaluation of Highway Passenger Service Satisfaction Based on Internet[J]. J Shanghai Jiaotong Univ Sci, 2023, 28(1): 39-51.

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基于互联网的公路客运服务满意度实时动态评价研究

Research on Real-time Dynamic Evaluation of Highway Passenger Service Satisfaction Based on Internet

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