基于AHP-entropy与多级可拓的城市轨道交通运营服务质量评价

从乘客满意度的角度构建了符合人性化服务的轨道交通服务质量评价指标体系，采用层次分析法(AHP)和熵权法(entropy)结合的方法确定指标权重，并将AHP entropy与多级可拓的组合评价方法引入到轨道交通运营服务质量的评价中。以北京市轨道交通为例进行评价研究，对评价指标体系和评价方法进行验证。结果表明，AHP entropy与多级可拓组合的评价模型适用于轨道交通运营服务质量的评价。

AHP-entropy and multi-level extension based servicequality evaluation for urban rail transit

The paper constructs a customer satisfaction based evaluation index system for urban rail transit service quality. The paper also calculates the weight of evaluation index with the combination of AHP and entropy and introduces the evaluation method of combination of AHP-entropy and multi-level extension into the evaluation for urban rail transit service. We demonstrate the effectiveness of the evaluation index and evaluation method, taking Beijing urban rail transit service as an example. Results show that the approach of AHP-entropy and multi-level extension is applicable to the evaluation of urban rail transit service quality.