This paper first introduces the weighting method and evaluation method of service area service quality,constructs a three-level evaluation index system of service area service quality from five aspects:planning and design,service facilities,service content,service environment and management system,and then uses principal component analysis method to calculate the weights of indicators at all levels,and establishes a multi-level fuzzy comprehensive evaluation model according to the evaluation index system,and selects typical service areas for empirical analysis on this basis.The evaluation results show that the theoretical analysis is consistent with the actual situation.Therefore,the service quality evaluation of the service area can be carried out according to this evaluation model,and finally the measures and suggestions of"three transformations"are put forward in terms of service facilities,service quality,and value demand,aiming to provide reference for the improvement of service quality in the service area.
关键词
高速公路服务区/服务质量评价指标体系/模糊综合评价/主成分分析法
Key words
expressway service area/service quality evaluation index system/fuzzy comprehensive evaluation/principal component analysis
维普
万方数据