Research On Quality Evalution System Of Road Passenger Transportation Service Of China

With the prosperity of market economy, in order to acquire customers among the types of passenger transportation, besides the improvement of hardware facilities, soft services has become a new point of competition. Road passenger transport industry as a service industry, to meet the increasingly fierce market competition and the passenger travel demands, we must improve the quality of service as quickly as possible. But because of the specificity of passenger services, the service quality will not improve without an effective evaluation system and it also must be in accordance with the actual situation in the road passenger transportation. This paper elaborated on the meaning of quality of service and its character, defined the concept of the road passenger transport service quality, analyzed the service quality characteristic and the status quo of the road passenger transport. This thesis used the theory of systems engineering, builded the road passenger transportation service quality evaluation system, aimed at providing a useful, fair and objective passenger service quality evaluation instrument to the road transportation management department. And in order to supervise , guide the enterprises to strengthen passenger service quality management, enhance service awareness, improve work efficiency. Under the guidance of the general principles of the evaluation system, putting forward the road passenger services quality evaluation index system, and putting forward the specific methods and steps which can be comprehensively and effectively implemented by the department of road transportation management, road transportation associations, enterprises, as well as passenger's coordination with each others.This paper constructed three-level indicator structure, and set up a road passenger service quality evaluation index system which is more comprehensive, targeted and easy to operate. Then set up a viable, reasonable effective mathematical model, using the AHP, investigation and assessment of visitors and the weighted average method to determine the weight coefficient of indicators, and then finally get the levels of the quantitative evaluation indicators of road passenger service quality evaluation system.