依据客户服务质量指数(RATER指数),构建出影响高速公路服务质量的因素指标体系;运用DEMATEL(Decision Making Trial and Evaluation Laboratory)方法,计算出了各因素间的综合影响系数矩阵,并对各因素间的因果关系进行了直观揭示,最后运用净化关系图表示方法对18个影响因素进行了净化处理,最终寻找出了影响高速公路服务质量的根本因素,为高速公路管理部门决策提供了方法支持。 According to the index of customer service quality (RATER index), the index system of factors that affect the service quality of expressways is constructed. The comprehensive influence coefficient matrix of each factor is calculated by using DEMATEL (Decision Making Trial and Evaluation Laboratory) Finally, the paper clarified the causality of 18 expressways by using the method of purifying the relationship diagram, and finally found out the fundamental factors that affect the service quality of expressway, which provided the method support for the decision of expressway management department.