铁路公共信息服务客户满意度研究

Research on Customer Satisfaction of Public Oriented Railway Information Services

随着运输业竞争日趋激烈,客户已成为铁路部门的重要战略资源,进行客户满意度调查与管理已成为铁路运输可持续发展的关键。本文根据专家及公众的建议,针对铁路业务类信息、延伸服务信息、常识服务信息等设计了调查问卷,运用模糊综合评价方法对调查问卷进行了评价,并对评价结果进行了分析。文章分析了造成评价结果的原因并提出了从铁路公共信息服务角度提升客户满意度的相关建议。

With the intense competition of transportation, customer has been the very important strategic resources. Conducting customer satisfaction survey and management has been the key factor for the railway to develop sustainably. This paper design questionnaire on railway pro-fessional information, extended service information, general service information according to the experts and the public. And evaluate the result by Fuzzy comprehensive evaluation method. The paper analyzes the cause for current situation and afford some advice to improve public-oriented railway in-formation services.