High-Speed Rail Express Service Quality Based on Fuzzy Comprehensive Evaluation

摘要

The service quality of high-speed rail express is the foundation and core of sustainable development for rail express company. This paper intends to evaluate service quality of highspeed rail express scientifically, reasonably, and accurately, analyzing the service process of high-speed rail express from the perspective of both company and customers, and selecting effective indexes that affect they assess service quality. Through literature review, process analysis, and questionnaires with customer and staff, preliminary index system is established. Then the fuzzy comprehensive evaluation method is applied to build an evaluation model, and the evaluation weight of each level index is calculated. By the calculation of membership degree matrix, the overall score of the high-speed rail express branch is determined. The result of this study shows that information tracking, traffic environment construction around branch and the level of the "door to door" service process should be strengthened in the future.