铁路客运服务质量评价体系研究

Research on Quality Evaluation System of Railway Passenger Service

从旅客需求的角度出发,以定量分析为基础,建立一个较全面的,有针对性和易操作的铁路客运服务质量评价体系。在论述体系构建的目的和原则的基础上,对评价体系的指标构建路线、指标权重的确定、满意度的调查分析等方面进行了分析探讨,并通过举例说明铁路客运服务质量评价体系的应用。

From the aspect of passenger needs, based on quantitative analysis, this paper sets up with pertinence a complete and practically operable quality evaluation system of railway passenger service. Based on illustrating the construction purpose and principle of this system, the paper analyzes and discusses the guidelines of index setting-up, weight of each index, investigation and analysis on satisfaction, etc. Then the paper illustrates the application of quality evaluation system for railway passenger service.