基于模糊综合评价法的公路客运满意度研究

随着经济的快速发展和人们生活水平的日渐提高,居民对出行的要求也越来越高,而公路客运满意度水平却在逐年降低。建立公路客运满意度评价体系,并以哈尔滨市为例进行实证研究,运用层次分析法和模糊综合评价法对公路客运服务的满意度进行评价。对公路客运站的乘客、服务人员等进行问卷调查,采用层次分析法确立在评价体系中各指标的权重,应用模糊综合评价法得出哈尔滨市公路客运的满意度水平为一般与满意,还存在提升的空间。

Based on the Fuzzy Comprehensive Evaluation Method of Highway Passenger Satisfaction Research

With the rapid development of economy, people＇s living level has improved, the residents travel requirements are also getting higher and higher, and the highway passenger satisfaction level decreased year by year, got pay close attention to the relevant departments. Set up the evaluation system of highway passenger satisfaction, taking Harbin city as an example of empirical research using the analytic hierarchy process and fuzzy comprehensive evaluation method to evaluate the satisfaction of highway passenger transport service. Survey of highway passenger station, passenger service staff, using analytic hierarchy process to establish the weight standard in evaluation index in the system, application of fuzzy comprehensive evaluation method to evaluate the Harbin highway passenger satisfaction level between the general and satisfaction, have room for improvement.