基于QFD的城市轨道交通服务质量评价

针对目前城市轨道交通服务质量评价体系不能充分反映乘客实际需求及感知的现状,以福州市为实例应用质量功能展开(QFD)法构建了一种城市轨道交通服务质量评价指标体系.首先运用“5W1H”和KJ法将调查整理得到的乘客需求层次表转化为评价指标; 其次结合专家打分法、独立配点法构建QFD三阶段质量屋模型,得到各级指标的相对权重; 最后以福州市城市轨道交通为实例构建了服务质量评价指标满意度-重要性矩阵(IPA矩阵),并经分析表明本文方法不仅可以准确判断指标的分布情况,有效分析城市轨道交通服务的竞争优劣势,而且能够识别出服务需改进的先后步骤.本文研究结果可为轨道交通运营主管部门评价和改善运营服务质量水平提供参考.

Evaluation of urban rail transit service quality based on the quality function development

In view of the current situation that the service quality evaluation system of urban rail transit can not fully reflect the actual demand and perception of passengers, applying Fuzhou city as case, an index system on service quality evaluation of urban rail transit is constructed by using quality function deployment(QFD)method.Firstly, the 5W1H analytical method and Kawakita Jiro(KJ)method are used to transform the passenger demand hierarchy table which obtained from the survey into the evaluation index. Secondly, QFD three -stage quality house model is constructed by combining the expert scoring method and the independent point allocation method, then the relative weights of all levels indexes are obtained. Finally, taking Fuzhou urban rail transit as an example, the importance -performance analysis matrix(IPA matrix)of service quality evaluation index is constructed. The results shows that this evaluation method can not only accurately judge the distribution of indicators, but also effectively analyze the competitive advantages and disadvantages of urban rail transit services. Further, it can identify the service needs to improve the successively steps.The results of this paper can provide references for department in charge of rail transit operation to evaluate and improve the level of operation service quality.