| 提高铁路旅客满意度的模糊分析及策略研究 |
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| 引用本文： | 张琦,杨浩.提高铁路旅客满意度的模糊分析及策略研究[J].兰州铁道学院学报,2005,24(6):127-129. |
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| 作者姓名： | 张琦 杨浩 |
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| 作者单位： | 北京交通大学,交通运输学院,北京,100044;北京交通大学,交通运输学院,北京,100044 |
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| 摘 要： | 从铁路旅客运输的特点和消费者满意度的主观特性出发,分析了影响铁路旅客满意度的主要因素.并采用模糊综合评价方法,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.并就如何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出了相关建议措施.
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| 关 键 词： | 铁路 旅客运输 消费者 满意度 模糊分析 策略 |
| 文章编号： | 1001-4373(2005)06-0127-03 |
| 收稿时间： | 2005-06-27 |
| 修稿时间： | 2005年6月27日 |
Strategies of Increasing Customer Satisfaction of Railway Passenger on the Basis of Fuzzy Analysis |
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| Zhang Qi,Yang Hao.Strategies of Increasing Customer Satisfaction of Railway Passenger on the Basis of Fuzzy Analysis[J].Journal of Lanzhou Railway University,2005,24(6):127-129. |
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| Authors: | Zhang Qi Yang Hao |
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| Institution: | School of Traffic and Transportation, Beijing Jiaotong University, Beijing 100044, China |
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| Abstract: | In this paper,customer satisfaction ot railway transportation product is analyzed, tan the basis of factors coming from both product itself and customers, the model of fuzzy comprehensive evaluation for customer satisfaction of railway transportation product is founded by using the multi-levels fuzzy compre- hensive evaluation method. With the result of railway passenger investigation, the evaluation of customer satisfaction of railway transportation product is given at the end. |
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| Keywords: | railway passenger transportation customer satisfaction fuzzy analysis strategy |
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