| Subway has everything to do with people’s daily life in the city, and its service quality directlyaffects the passengers’ preference when people make their decisions on which travel tool they shouldtake. Therefore it’s necessary for us to study how to evaluate the service quality of subway from thepassengers’ angle, which can help improve the service quality and the passengers’ satisfaction. As aresult it will make the subway get long-term development.This study mainly based on the service quality management theory, customer perception theory,neural network theory and the extension theory, we do the research mainly on two aspects. On the onehand, how establish the index system. On the other hand, how choose the right evaluation method toevaluate the service quality of subway. The main research contents and conclusions are as follows:(1) Constructing subway service quality evaluation index system. Firstly, design the preliminaryevaluation index system based on the existing literatures, features of the subway service and themature SERVQUAL model. Secondly, through the use of questionnaires, the sample data analysis andfactor analysis by SPSS to modify the original evaluation system. Finally, test dimension, reliabilityand validity for the final evaluation index system, which contains6dimensions and24indicators. Thesix dimensions are safety, timeliness, comfort, reliability, reactivity and empathic.(2) Determine the weight of evaluation index. Considering the nonlinear relationship betweeneach evaluation index and the overall service quality, we construct the BP neural network model fordetermining the index weight objectively to ensure validity and practicability. Through the study ofthe sample data by certain learning mechanism, it can eliminate the artificial influence which exists inthe tradition method as far as possible.(3) Establish comprehensive evaluation model for the service quality of urban subway. Thispaper set up the evaluation model according to the extension theory which belong to the uncertaintyof the mathematical theory.Firstly this paper analyses the advantages of the evaluation model fromadvantages and applicability, illustrates the implementation steps of the model.And ultimately basedon the improvement of correlation function, this paper set up the matter-element analysis model.(4) The application and analysis of the evaluation model. This paper evalutes the service qualityof NanJing subway by the proposed evaluation model. And according to the evaluation results, we putforward the corresponding improvement suggestions and measures, which provide scientific basis forthe improvement of the service quality. |
