摘要
按照产品设计阶段、使用阶段和售后阶段,从旅客列车开行方案、旅行过程服务水平、未兑现时服务水平3方面构建包括开行频率、发到时刻、票价选择种类等10个指标的评价体系;据此设计了调查问卷。运用层次分析法和模糊综合评判方法对铁路客运产品质量进行评价,评价结果为"满意";同时对这一结果进行全方位分析。最后就铁路部门如何提高客运产品质量提出有针对性的建议。
Studying railway passenger transport products separately in the phase of product design,running,and after-sales,the paper establishes 10 index systems,such as running frequency,timetable,and fare category,etc.,for operation program,in-travel service level,and complaint management,the three aspects of passenger transport quality evaluation.Then AHP and fuzzy comprehensive evaluation method are invoked and the result eclicited indicates that the quality is＂satisfactory＂,whose implication is then comprehensively analyzed.Finally,suggestions for improvement are given.
出处
《物流技术》
2010年第21期85-87,共3页
Logistics Technology
基金
国家自然科学基金项目(60870014)
关键词
铁路客运产品质量
调查问卷
综合评价
quality of railway passenger transport product
questionnaire
comprehensive evaluationngs
