提高铁路旅客满意度的模糊分析及策略研究

Strategies of Increasing Customer Satisfaction of Railway Passenger on the Basis of Fuzzy Analysis

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.

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.