| 基于模糊因素的铁路旅客满意度的综合评价 |
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| 引用本文： | 张琦,杨浩.基于模糊因素的铁路旅客满意度的综合评价[J].铁道学报,2006,28(1):22-25. |
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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 |
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| 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。
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| 关 键 词： | 铁路 旅客运输 消费者 满意度 模糊综合评价 |
| 文章编号： | 1001-8360（2006）01-0022-04 |
| 收稿时间： | 2005-06-17 |
| 修稿时间： | 2005-07-22 |
Comprehensive Evaluation of the Degree of Railway Passenger Satisfaction Based on Fuzzy Factors |
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| ZHANG Qi,YANG Hao.Comprehensive Evaluation of the Degree of Railway Passenger Satisfaction Based on Fuzzy Factors[J].Journal of the China railway Society,2006,28(1):22-25. |
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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: | 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. |
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| Keywords: | railway passenger transportation customer degree of satisfaction comprehensive fuzzy evaluation |
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