摘要
顾客满意度模型可以定量地衡量产品或服务的质量,可以揭示顾客对产品或服务质量不满的原因,从而引导产品或服务提供方找到质量改进的方法和措施。以成都市地铁1号线运营为研究对象,从其运营的特殊性以及乘客满意度评价的主观心理特征入手,得出影响企业服务水平因素的满意度指标,利用层次分析法建立成都地铁1号线顾客满意度测评模型,对其服务水平和乘客满意度进行分析,旨在为成都地铁提高乘客服务水平的评价提供参考。
Customer satisfaction model can quantitatively measure the quality of the product or service and can also reveal the product or service quality of customer dissatisfaction factors,thus guiding the producers to find the ways to quality improvement.By taking transportation of No1 subway of Chengdu metro as an example,starting with its characteristics,and using AHP model analysis the factors,affecting the level of service satisfaction index is obtained,in order to afford the reference to enhance the service level.
出处
《交通科技与经济》
2011年第6期48-50,共3页
Technology & Economy in Areas of Communications
关键词
乘客满意度
成都地铁
评价体系
服务水平
passenger ＇s degree of satisfaction
Chengdu metro
evaluation system
service level
