基于旅客满意度评价的铁路客运产品设计调整

本文提出一种基于旅客满意度综合评价的铁路客运产品设计与调整方法,分析旅客满意度与产品设计要素之间的关联关系,建立铁路旅客满意度的评价指标,采用模糊综合评价方法计算旅客满意度,并将满意度评价结果反馈到产品的设计和调整过程中.本文最后以武广高铁为例进行了满意度调查和综合评价,在满意度分析的基础上对武广高铁客运产品的调整提出了建议.

Design and adjustment of railway passenger product based on evaluation of passenger satisfaction

This paper proposed a method of design and adjustment of railway passenger product based on the comprehensive evaluation of passenger satisfaction, analyzed the relationship between the passenger satisfaction and the product design elements, established the rail passenger satisfaction evaluation index, used the fuzzy comprehensive evaluation method to calculate passenger satisfaction degree, and feedback the satisfaction evaluation results into the product design and adjustment process. In this paper, the Wuhan- Guangzhou high-speed rail was taken as an example for satisfaction survey and evaluation, and made suggestion to the adjustment of Wuhan-Guangzhou high-speed rail product.