Application of ISM in service quality analysis of railway passenger train

Interpretative Structural Modeling is an effective approach to analyze the complex system structure. The adjacency matrix represents the relations between and among system factors. The reachability matrix which can represent all relations including direct and indirect relations is derived by matrix operations. By analyzing the affecting factors of service quality of railway passenger train, the multistage hierarchical structure is established using ISM, the connection of various factors can be clearly seen, and the fundamental causes affecting service quality are found which are the class of train and the degree of perfection of the related systems of passenger train service.