| 基于铁路电子客票的客运自助服务体系研究 |
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| 引用本文： | 蔡云,李士达,化小刚.基于铁路电子客票的客运自助服务体系研究[J].铁路计算机应用,2022,31(8):66-70. |
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| 作者姓名： | 蔡云 李士达 化小刚 |
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| 作者单位： | 1.中国国家铁路集团有限公司 客运部，北京 100844 |
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| 基金项目： | 中国铁道科学研究院集团有限公司科研项目（2021YJ181） |
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| 摘 要： | 文章阐述了自助服务的特征，梳理了铁路自助服务和电子客票的运用现状，从售票、验票、检票等环节入手，深入分析旅客自助办理客运业务时的各类需求，设计了基于铁路电子客票的客运自助服务体系方案和主要业务流程，对客运自助服务技术的优化进行研究。该体系的建立可提升铁路旅客出行体验、客运作业效率和客站服务品质。
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| 关 键 词： | 电子客票 自助服务 自动售票机 智能客服 12306互联网售票系统 |
| 收稿时间： | 2022-01-19 |
Research on passenger transport self-service system based on railway e-ticket |
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| Institution: | 1.Passenger Transport Department, CHINA RAILWAY, Beijing 100844, China2.Institute of Computing Technologies, China Academy of Railway Sciences Corporation Limited, Beijing 100081, China3.China Rails Travel Technology Co. Ltd., Beijing 100081, China |
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| Abstract: | This paper expounded the characteristics of self-service, combed the current situation of the application of railway self-service and e-ticket, deeply analyzed the various demands of passengers when handling passenger transport business by themselves from the aspects of ticket sales, ticket inspection, ticket checking and so on, designed the passenger transport self-service system scheme and main business processes based on railway e-ticket, studied the optimization of passenger transport self-service technology. The establishment of this system could improve the travel experience of railway passengers , passenger transport operation efficiency and passenger station service quality. |
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