摘要
根据深圳地铁乘客服务水平管理的实践,运用多变量综合评价的方法,建立基于“以乘客为中心”的地铁乘客服务水平评价体系,确定了评价体系的递阶层次模型和统计处理方法,以对各地铁运营城市的乘客服务水平提供更科学的评价标准。
As there are different approaches to the assessment of passenger service in metro system, this paper attempts to build up an evaluation system for ＂passenger-oriented＂ service performance through comprehensive methodology and on the basis of the practical experiences from Shenzhen Metro Company. The ultimate aim is to provide a scientific evaluation approach to passenger service performance in other Chinese metro systems.
出处
《城市轨道交通研究》
2006年第9期63-64,共2页
Urban Mass Transit
关键词
地铁
乘客服务水平
评价体系
metro, passenger service performance, evaluation system
