客运专线车站旅客服务质量灰色评价模型

针对旅客对车站服务质量要求逐渐增高这一情况，根据系统工程的基本原则和思路，以车站旅客服务质量的安全性、舒适性、快捷性和智能性为基本因素，建立旅客服务质量多层次评价体系，将层次分析法和灰色系统理论结合，构建旅客服务质量多层次灰色评价模型，最后将该模型应用到一个客运专线车站上，对其旅客服务质量进行综合评估，结果表明灰色多层次评价模型适用于对车站旅客服务质量进行综合客观的评价，具有较好的实用性。

Model of Multi-Hierarchy Gray Evaluation of Passenger Service Quality of Railway Station in Dedicated Passenger Line

Since the demand of passenger service quality in railway station is increasing gradually,based on the main principle thought of systematic engineering,using safety,comfort,convenience and intelligence of passenger service quality as primary factors,a multi-hierarchy evaluation system is built and then by combining analytic hierarchy process and grey system theory,a model of multi-hierarchy gray evaluation of passenger service quality is established. Finally,the model is applied to a station in dedicated pas...