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

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...

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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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