铁路用户满意指数模型的构建及应用

Creation and Application of Customer Satisfaction Index Model for Railways

为量化产品技术改进对铁路用户满意度的影响,以电信用户满意指数模型为基础给出铁路用户满意指数模型及对应的结构方程模型展开式,其中质量感知和价值感知是影响用户满意度的主要因素。基于铁路用户满意指数模型,量化综合通信平台的安全性、可靠性、运维效率和价格对用户满意度的影响。

In order to quantify the eff ect of product technical improvement on railway customer satisfaction degree(CSD),this paper presents the railway customer satisfaction index(RCSI)model based on the telecom customer satisfaction index(TCSI)model,and presents the structural equation modeling(SEM)expansions of RCSI.Quality perception and value perception are the main factors aff ecting CSD.On the basis of the RCSI model,the paper quantifi es the eff ect on CSD of the following factors of the integrated communication platform:security,reliability,operation and maintenance effi ciency and price.