Research On Evaluation And Application Of Passenger Service Quality Of High-Speed Railway Based On Mahalanobis-Taguchi System

With the continuous improvement of the high-speed railway network and the further enhancement of passenger transport capacity,it is particularly important to objectively and effectively evaluate the quality of high-speed railway passenger transport services and help transport enterprises improve market competitiveness in order to meet the increasing travel demand of passengers.The "Outline of the National Comprehensive Three-dimensional Transportation Network Planning" issued by the Central Committee of the Communist Party of China and the State Council points out that it is necessary to improve the quality of railway transportation services and build a high-speed passenger transport service system with high capacity,high quality,and efficiency based on high-speed railways.This indicates that the measurement and improvement of the service level of high-speed railway passenger transport is a very noteworthy issue.Existing research has made a lot of exploration in the construction of the evaluation index system for high-speed railway passenger service quality and the application of evaluation model methods,and has achieved rich research results.However,there are still some issues worth exploring.In the process of establishing an evaluation system,there is redundancy in evaluation indicators,and there is subjective error in the weight of indicators in the application of evaluation method models,which has a certain impact on the objectivity and accuracy of evaluation results.Aiming at the shortcomings of the above two aspects,the Mahalanobis Taguchi System(MTS)evaluation method in the field of quality engineering was introduced to study the quality evaluation of high-speed railway passenger transport service,aiming to improve the existing level of high-speed railway passenger transport service and better provide high-quality services for many traveling passengers.Firstly,it introduces in detail the service quality theory including the service quality gap model and the perceived service quality model,and discusses the relationship between service quality and satisfaction based on the customer satisfaction theory.It obtains the positive correlation between passenger satisfaction and high-speed railway passenger service quality,and decides to evaluate the passenger service quality through the passenger perception level,i.e.,passenger satisfaction.Secondly,based on the service process for passengers to accept high-speed railway passenger transport,namely the service contact chain,further refinement is made in five aspects: ticketing,inbound,waiting,boarding,and outbound,and indicators are selected to build a high-speed railway passenger transport service quality evaluation index system.Then,based on the evaluation index system,a passenger oriented service quality questionnaire is designed to collect passenger personal attributes and perceived service scale data,and analyze and verify its reasonable reliability.Then,using the Mahalanobis Taguch system method,invalid variables are eliminated through orthogonal tables and signal-to-noise ratios,and effective characteristic variables are selected to optimize the measurement table,determine the threshold value,and calculate the mahalanobis distance to obtain the impact indicators with the largest signal-to-noise ratio effect in each service link.The evaluation object is divided into service level levels to obtain the overall evaluation result.Finally,the improved importance performance method is selected,and all evaluation indicators are divided into regions using entropy weight to more intuitively and effectively improve the quality of high-speed railway passenger transport service.Through the construction of an evaluation index system for high-speed railway passenger transport service quality and the reduction of initial indicators,as well as the analysis and research of the signal-to-noise ratio of each link in the high-speed railway passenger transport service process,the results show that the Mahalanobis Taguch system evaluation method is effective in the field of railway transportation,providing a feasible solution for enriching the existing research on high-speed railway passenger transport service quality evaluation.