The 20th and 21st joint COTA International Conference of Transportation Professionals (CICTP 2020-21)

In order to scientifically evaluate the service quality of the expressway service area, clarify the problems in the service, and improve the service level, this study established an evaluation index system for the service quality of the expressway service area and determined an evaluation method. Through literature analysis, expert interviews, and investigations, this study set up four dimensions of service quality evaluation: planning and layout, operation service, management system, and service environment. This study also explained specific evaluation indexes for each dimension. Due to the complexity of evaluation factors and the hierarchical nature of evaluation targets, this study used a fuzzy and comprehensive evaluation method. In order to verify the effectiveness of the proposed evaluation method, one service area was chosen to carry out the evaluation. The results supported the feasibility of the evaluation index system and evaluation method. Thus, this study provided theoretical support to evaluate the service quality of expressway service areas.

CICTP