摘要
从旅客需求的角度出发,针对旅客对铁路客运服务质量的感知是用模糊语言表示的情况,提出了一种基于模糊语言之间相似度的多属性分析方法。该方法通过集结顾客对铁路客运服务质量的感知评价,运用相似关系确定出各铁路客运公司分别与正理想和负理想客运公司的相似度,得出顾客对铁路客运服务质量的综合偏好,该偏好结构具有符合现实决策行为的偏序结构。通过实例分析表明:该方法科学、有效,可以指导铁路客运公司的策略制定。
From the aspect of passengers＇ needs, a method of multi-criteria analysis based on similarity degree between fuzzy linguistic was proposed, when the service quality perceived by customer was ex- pressed using fuzzy linguistic. The customers＇ perception assessment was aggregated, the similarity degree between a rail passenger transport company and the positive ideal passenger transport company and nega- tive ideal passenger transport company was confirmed by utilizing similarity relations, the comprehensive preference of customers about service quality was gained, the preference structure possessing partial order characteristic. The example shows that the method is scientific and effective, which can guide the passenger transport company to formulate the tactics.
出处
《西南科技大学学报》
CAS
2008年第4期92-97,共6页
Journal of Southwest University of Science and Technology
基金
国家自然科学基金(70771093
70371026)
关键词
铁路运输管理
服务质量
多属性分析
偏序
相似关系
Rail traffic management
Service relations quality
Multi-criteria analysis
Partial order
Similarity
