Urban and rural passenger transport service quality evaluation method based on CPQ&OSQ

A technology for passenger transport service and quality evaluation, which is applied in the field of urban and rural passenger transport service quality evaluation, and can solve the problems of evaluation methods, lack of urban and rural passenger transport service quality, etc.

Inactive Publication Date: 2016-07-13
RES INST OF HIGHWAY MINIST OF TRANSPORT
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Problems solved by technology

[0004] The present invention provides a method for evaluating the service quality of urban and rural passenger transport based on CPQ&OSQ to solve the technical problem that there is no specific method for evaluating the service quality of urban and rural passenger transport in my country

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  • Urban and rural passenger transport service quality evaluation method based on CPQ&OSQ
  • Urban and rural passenger transport service quality evaluation method based on CPQ&OSQ
  • Urban and rural passenger transport service quality evaluation method based on CPQ&OSQ

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Embodiment Construction

[0030] The method for comprehensively evaluating the quality of service of urban and rural passenger transport described in the present invention not only needs to evaluate the quality of transport services perceived by passengers, but also evaluates the inherent service capabilities and levels of transport service organizations; the present invention designs a method based on Passenger Perceived Quality (CPQ) The evaluation model of urban and rural passenger transport service quality based on Organizational Support Quality (OSQ) is attached figure 2 As shown; CPQ represents the degree of passengers' perception of the service quality of urban and rural passenger transport service organizations, which is based on the needs and expectations of passengers; OSQ represents the existing internal management, personnel, facilities and equipment, operational services and tickets of urban and rural passenger transport service organizations. The inherent service level under the condition...

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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 [0001] The invention relates to a method for evaluating the service quality of urban and rural passenger transport based on CPQ&OSQ, which is used for making a reasonable evaluation of a certain urban and rural passenger transport service level. Background technique [0002] Urban and rural passenger transport is one of the infrastructures of urban and rural construction, and an indispensable bridge and link for the economic and cultural life of urban and rural residents. There are many domestic and foreign researches on the evaluation of public transport service quality, but there is almost no research on the evaluation of urban and rural passenger transport service quality. [0003] The theory and method of service quality evaluation are mainly based on customers' service perception and service expectations. By comparing the differences between expectations and perceptions, the operating status and bottlenecks of the service system are clarified. Since cust...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06Q10/06G06Q50/30
CPCG06Q10/06395G06Q50/30
Inventor 赵侃夏鸿文刘梦雅蔡凤田刘应吉姚羽李思然
Owner RES INST OF HIGHWAY MINIST OF TRANSPORT
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