摘要
从铁路旅客运输自身特性及旅客满意度评价特性两方面出发,通过分析铁路旅客满意度的影响因素,确定评估旅客满意度的评价指标体系。并采用模糊综合评价方法,建立了铁路旅客满意度模糊综合评价模型,结合铁路旅客问卷调查结果,对目前铁路旅客满意度水平进行了综合评价,从而为提高和改进铁路运输服务质量和服务水平、提高铁路运输的综合竞争力提供参考依据。
Factors influencing the degree of passenger satisfaction of the railway transportation product are analyzed. A comprehensive evaluation index system of the degree of passenger satisfaction is established on the basis of factors derived from both the product itself and passengers contentment. The comprehensive fuzzy evaluation model for the degree of passenger satisfaction is founded by using the comprehensive multi-level fuzzy evaluation method. Comprehensive evaluation of the prevailing degree of passenger satisfaction of the railway transportation product is made with the result of railway passenger questionnaire investigation.
出处
《铁道学报》
EI
CAS
CSCD
北大核心
2006年第1期22-25,共4页
Journal of the China Railway Society
关键词
铁路
旅客运输
消费者
满意度
模糊综合评价
railway
passenger transportation
customer
degree of satisfaction
comprehensive fuzzy evaluation
