城市轨道交通乘客满意度评价体系的构建

Establishing Assessment System about Passenger Satisfaction Indices in Urban Rail Transit

对城市轨道交通如何建立乘客满意度测评指标体系进行研究,在把握整体的基础上,分析运营部门如何对服务水平的关键点进行控制与管理,为管理者建立符合自身实际情况的乘客满意度评价体系提供参考依据。

This paper makes an analysis on how to establish the testing index system of passenger satisfaction and how the enterprises can control and manage the key points for the level of services while taking into account the general status of the entire business. It is expected to provide a reference basis for managers about how to establish a practical and proper passenger satisfaction assessment system.