Service Quality Evaluation for High-Speed Rail Express Transportation with EAHP

To objectively evaluate the service quality of high-speed railway (HSR) express transportation and mitigate the influence of subjective factors such as evaluators’ perception and preferences, this study constructs an evaluation model for HSR express transportation service quality. The model focuses on four aspects of the operation process: reservation and arrival processing, transportation, distribution, and after-sales service. Firstly, the Extenics Analytic Hierarchy Process (EAHP) is employed to determine the weights of each evaluation index in both the criterion layer and indicator layer of the evaluation system. This approach establishes the evaluation model and utilizes it to assess service quality. The results demonstrate that applying the EAHP method to evaluate the service quality of HSR express transportation effectively captures the fuzzy nature of subjective human evaluation. Furthermore, the combination of quantitative and qualitative analysis compensates for the limitations of other evaluation methods. The findings of this study provide guidance for HSR express transportation providers to identify and improve weak links in the service process. By enhancing service levels in a targeted manner, these providers can establish a stronger presence in the express market.