基于用户感知的铁路客运网站服务质量评价

摘要

The users’ perceived service quality of the web site of railway passenger transport plays a crucial role in recognizing the service level of the web site of railway passenger transport. Based on the theory and methods of evaluating web site service quality, the users’ perceived service quality of the web site of the railway passenger transport is defined. By adopting questionnaire and expert analysis, an evaluation index set is constructed for e-valuating the users’ perceived service quality of the web site of the railway passenger transport. A fuzzy compre-hensive evaluation model is developed considering the characteristics of the indices. By using sampling survey, the users’ perceived web site service quality of the passenger transport of China Railway Customer Service Center ( CRCSC) is evaluated. The results show that, the users are generally satisfied with the web site service of CRC-SC and expect better service in ticket unsubscribing and refunding, communication and feedback, seat prefer-ence, network and service line.%用户对铁路客运网站服务质量的感知评价是衡量铁路客运网站服务水平的重要方面。基于电子商务网站服务质量评价理论与方法，从用户感知的角度界定铁路客运网站服务质量的内涵。基于问卷调查和专家分析法构建用户感知的铁路客运网站服务质量综合评价指标体系；针对指标体系的特征，建立4层模糊综合评价模型。对中国铁路客户服务中心网站的客运服务版块的抽样调查与评价结果显示，用户对铁路客运网站服务质量感觉一般满意，对退票返款、沟通反馈、席位选择、系统使用高峰期出现系统繁忙和订票热线占用等方面存在提高服务质量的期许。