Construction of evaluation system for service level of highway toll stations

The service quality of toll stations on highways directly affects the efficiency of highway traffic. In this paper, we construct a scientific and reasonable evaluation model for the service level of highway toll lanes. After a profound study, we obtained the initial indicator set, including five aspects: infrastructure, traffic capacity, service efficiency, traffic management and traffic experience. Base on the expert scores, the final evaluation indicators are determined by screening and merging the initial indicator set using Pearson correlation coefficient. Then, we set the weight of indicators by following three methods respectively: the entropy method, the Critic method and the Analytic Hierarchy Process method, and thus base on above three results, the final weights of the indicators are determined by the optimization of decision-making model. Furthermore, based on score of all indicators of toll lanes, we calculate the evaluation results of service level of each toll lane by TOPSIS method and fuzzy comprehensive evaluation method respectively, and then obtain the comprehensive evaluation results by optimizing decision-making model. In the process of weighting indicator and evaluating service level, in order to obtaining relatively reasonable results, various methods are adopted to compensate their limitations and combining their advantages. Simulating experiments on three toll stations shows the results obtained by our method are rationality and feasibility.