基于贝叶斯网络的铁路旅客服务质量评价

为了吸引更多客源和提高客运竞争力，铁路需要不断提高其旅客服务质量，而有关服务质 量的科学评价对于服务质量的提高具有一定的指导与督促作用。基于此，首先，根据服务地点的不同将铁路旅客服务划分为车站旅客服务和列车旅客服务，并分别确定相应的评价指标，进而根 据各指标间相互独立又相互影响的关系，运用树模型构建评价体系。然后，将评价指标体系中的各项指标转化为贝叶斯网络中的相关结点，进而映射成为贝叶斯网络。通过贝叶斯网络特有的概 率计算方法，对评价体系展开逐级计算，最终得到作为顶层指标的旅客服务质量的评价结果。最后，以实际算例对比不同运输时间段内的评价结果，验证理论方法的适用性。研究结果表明：基于贝叶斯网络的铁路旅客服务质量评价方法是可行的、有效的，其得出的评价结果可以作为改进服务措施和提高服务效率的指导。

Evaluation on Railway Passenger Service Quality Based on Bayesian Network

In order to attract more customers and improve the passenger transport ation competitiveness, railway passenger service quality should be improved. With good guidance and supervision function, the scientific evaluation on passenger service quality plays an important role on improving the service quality. On this basis, firstly, the evaluation indicators were determined separately for the railway station and the train, due to the place where passenger receiving service. An evaluation system was built by the tree model, according to the mutually independent and interactional relationship between indicators. Then the indicators of the evaluation system were converted to be related nodes of the Bayesian network. The probability calculation method of Bayesian network was used to calculate the evaluation system step by step. Finally, the results of passenger service quality evaluation were obtained as the top indicator. The applicability of this theoretical method was verified by comparing the evaluation results in different transport time according to a practical example. The result shows that the evaluation method for railway passenger service quality based on Bayesian network is feasible and available, and its evaluation results can be used as guidance to improve the quality and efficiency of railway passenger service.