It is an important management task of metro agencies to formulate reasonable improvement schemes based on the result of service quality surveys. Considering scores, weights, and improvement feasibility of service quality attributes in a certain period, this paper integrates Decision Tree (DT) into Importance-Performance analysis (IPA) to build a DT-IPA model, which is used to determine the improvement priority of attributes, and to quantify the improvement degree. If-then rules extracted from the optimal decision tree and the improvement feasibility computed by analytic hierarchy process are two main items derived from the DT-IPA model. They are used to optimize the initial improvement priority of attributes determined by IPA and to quantify the degree of improvement of the adjusted attributes. Then, the overall service quality can reach a high score, realizing the operation goal. The effectiveness of the DT-IPA model was verified through an empirical study which was taken place in Changsha Metro, China. The proposed method can be a decision-making tool for metro agency managers to improve the quality of metro service.
翻译:根据服务质量调查结果制定合理的改进计划,是地铁机构的一项重要管理任务。考虑到评分、权重和在一定时期内提高服务质量属性的可行性,本文件将决策树(DT)纳入重要性业绩分析,以建立DT-IPA模式,用于确定属性的改进优先程度,并量化改进程度。从最佳决策树中提取的规则和通过分析分级程序计算的改进可行性是来自DT-IPA模式的两个主要项目,用于优化IPA确定属性的初步改进优先事项,并量化调整后的属性的改进程度。然后,总体服务质量可以达到很高的得分,实现业务目标。DT-IPA模式的有效性通过在中国昌沙大都会进行的经验性研究得到验证。拟议方法可以成为地铁机构管理人员提高地铁服务质量的决策工具。