Research On Comprehensive Evaluation Of Service Quality Of Expressway Based On Cloud Model

The construction of expressway has the characteristics of large investment and slow recovery.The operating income of expressway is the main source of investors’ recovery funds.At the same time,with the development of the times,people pay more and more attention to the quality of service,put forward higher requirements for highway service,service should keep pace with the times,meet the development requirements of the times,so it is very necessary to study the quality of highway service.The thesis takes the overall service quality of expressway as the research object,and studies the evaluation of expressway service quality from the perspective of customer demand.Firstly,it introduces the relevant theories of service,and defines the service quality of expressway.Secondly,referring to the previous research literature,consulting experts’ opinions and combining with the questionnaire survey data,using factor analysis method,the thesis establishes a highway service quality evaluation index system,which includes five secondary indexes: road condition,toll service,service area service,operation information and management service,safety emergency service and 18 tertiary indexes.At the same time,in order to make the evaluation results more real and reliable,through the analysis and comparison of a variety of methods,we use the combination of subjective and objective weighting model,use the order relation method(G1)to get the subjective weight of the index and the entropy method to get the objective weight of the index,and combine the subjective and objective weights with the game theory combination weighting method to get the comprehensive weight.Finally,the comprehensive evaluation of expressway service quality is carried out.After comprehensively comparing the advantages and disadvantages of various comprehensive evaluation methods,according to the characteristics of expressway service quality,the cloud model comprehensive evaluation method with fuzzy and random characteristics is selected,and the rationality and effectiveness of the theoretical part are tested by analyzing the Hebei section of Qingyin expressway.According to the current situation of China’s expressway service system,combined with the specific operation situation of the Hebei section of Qingyin Expressway(Hebei Lujie Shijiazhuang Luquan Shenhou village Interchange),the thesis makes a comprehensive evaluation and case verification analysis on the service quality of the Hebei section of Qingyin expressway,and puts forward the main problems faced by the service quality of Qingyin expressway,According to the results of cloud model analysis,the improvement suggestions and countermeasures are put forward.From the evaluation results,the evaluation index system established in this thesis can better reflect the actual operation of the highway,and the evaluation results are more consistent with the reality,which verifies the effectiveness and feasibility of the game theory combined weighting method and cloud model comprehensive evaluation method in the evaluation of highway service quality.