No abstract

In order to reasonably assess the railway service quality, a multilevel extensible assessment model is proposed based on the matter element theory and the extension theory. The proposed model is applied to a real case study of some railway lines. The matter element to assess the railway service quality is established on the basis of the characteristics of passenger transit which included 7 primary assessment indices and 26 senior assessment indices. The index weights are determined by the passengers who were interviewed on board during their journey. Railway service quality is assessed by the values of the correlation degree of the matter element with all the assessment grades. The multilevel extensible assessment method can fully reflect the distance between the overall railway service quality or one kind of service attribute and the assessment grades and then it can realize the continuous assessment. The method can provide not only the passengers' overall satisfaction degree on the railway service quality but also the passengers' satisfaction degree on one assessment index.

This study establishes the evaluation index system of the quality of passenger transport service of highspeed rail based on the characteristics of passenger transport and determines the index weights with the Fuzzy Analytic Hierarchy Process. In order to make up for the deficiencies of present quality evaluation method of passenger transport service of high-speed rail, this study develops the multi-level extensible synthetic evaluation model of the quality of passenger transport service of high-speed rail with the core of extension method based on the questionnaire survey to the passengers. This study tests the model with the data surveyed in a passenger station of high-speed rail, which can not only expand extension application areas, but also provide new ideas and means for the evaluation of the quality of passenger transport service of high-speed rail.