Service Quality Evaluations of Expressway Service Areas

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