摘
要
高速公路作为现代交通网络的重要支柱之一，其规划设计将影响到整个交通路网运
行和国家经济发展。服务区是高速公路体系中最为重要的服务类综合设施，当前，我国
整体社会经济的发展速度是非常快的，而服务区的投建投营速度也尤为惊人。因此，人
们也加大了对服务区所提供服务的质量的重视力度。
雅康高速全长约135公里，东起雅安市（89公里），沿线贯穿天全县和泸定县，最
后到达甘孜州康定市（46公里），从东至西共有雅安、天全、泸定等三对服务区，地处
大熊猫生态保护区和长征红色文化区。不仅如此，此处还是进入到川西旅游环线、稻城
等知名旅游境地和路线的必经之处。从地理角度来看，该地的区位优势是非常明显的，
每日来往人流量较大，有效完善了整个四川西部的交通网络结构，促进了地区文化融合。
本文以雅康高速上雅安、天全、泸定等三对服务区的服务质量评价为具体的研究对
象，采取顾客感知的视角，通过感知服务质量理论，以及参照SERVQUAL模型，成功地
搭建雅康高速服务区服务质量评价模型。研究提出了合适的赋权方法、评价方法，并根
据调研基础数据，得到雅康高速上三对服务区服务质量评价情况，最后为服务区服务质
量测评研究提供了一个切实可行的研究方法。主要内容如下：
首先阐述服务区及服务质量的概念，并介绍模糊综合评价法及主成分分析等研究方
法。之后，笔者综合应用了文献研究法、现场问卷调查法、咨询专家意见等方法，并基
于相关规定要求，提出了服务区服务质量主要的组成因素，详细、系统、深入的论说了
雅康高速服务区的概况，深入研究分析了当前雅康高速服务区提供的服务中存在的不
足，基于这些问题，本文提出在建设雅康高速服务区服务质量评价体系的时候需要应用
到共计5个一级指标、28个二级指标和具体的综合测评方法。然后，本文按照问卷调查
所得数据，针对构建的服务区服务质量评价指标体系展开了信度检验与效度检验，对此
评价体系还进行了优化、升级，运用主成分分析法赋权与模糊综合评价法，并通过计算
获得了该评价体系中各个指标的具体权重，并根据相关调查数据进行 IPA分析，发现了
其具有的优势特点和存在的不足之处。最后，从提升服务、应急的时效性，加强服务人
员素质、能力、意识培训，推进服务区标准化建设，推进品牌化建设，拓展经营业态等
方面，有效提升服务质量。
关键词：雅康高速服务区，服务质量评价，感知服务质量，主成分分析，模糊综合
评价，IPA分析
Abstract
As one of the important pillars of the modern transportation network, the planning and design of the
expressway will affect the operation of the entire transportation network and the national economic
development. The service area is the most important comprehensive service facility in the expressway
system. At present, the overall social and economic development of our country is very fast, and the speed
of investment, construction and operation of the service area is particularly alarming. As a result, more
attention has been paid to the quality of the services provided by the service area.
The total length of Yakang Expressway is about 135 kilometers. It starts from Ya'an City (89
kilometers) in the east, runs through Tianquan County and Luding County, and finally reaches Kangding
City (46 kilometers) in Ganzi Prefecture. From east to west, there are Ya'an, Tianquan and Luding. It is
located in the Giant Panda Ecological Habitat Reserve and the Long March Red Cultural Area. Not only
that, but it is also the only place to enter the famous tourist places and routes such as the Western Sichuan
Tourism Circle and Daocheng. From a geographical point of view, the location advantage of this place is
very obvious. The daily flow of people is relatively large, which effectively improves the transportation
network structure of the entire western Sichuan and promotes the integration of regional cultures.
This paper takes the service quality evaluation of Ya'an, Tianquan, Luding and other service areas on
Yakang Expressway as the specific research object. From the perspective of customer perception, through
the theory of perceived service quality, and referring to the SERVQUAL model, the Yakang Expressway
service has been successfully built. District service quality evaluation model. The research proposes
appropriate weighting methods and evaluation methods, and according to the basic survey data, obtains the
service quality evaluation of the three pairs of service areas on Yakang Expressway, and finally provides a
practical research method for the service area service quality evaluation research. The main contents are as
follows:
Firstly, the concepts of service area and service quality are expounded, and research methods such as
fuzzy comprehensive evaluation method and principal component analysis are introduced. Afterwards, the
author comprehensively applied methods such as literature research method, on-site questionnaire survey
method, consulting expert opinions, etc., and based on the relevant regulations, put forward the main
components of the service quality of the service area, and discussed the Yakang Expressway service area in
detail, systematically and in-depth. Based on these problems, this paper proposes that a total of 5 first-level