高速公路营运服务质量评价体系

Service evaluation system for expressway operation

以顾客满意为导向的高速公路营运服务质量评价体系,有着明确的评价主客体,并按多层次递进修正法构建指标体系,递进平均法定出评价标准,定量和定性相结合的方法进行评分。该体系能从行业的层面上对高速公路的营运服务质量和服务水平做出客观、公正、公平的评价。

The evaluation system on the basis of customer satisfaction for expressway operation was established. The evaluating indices with multilayer progressive amending methods were developed. Its evaluation criteria with progressive averaging methods was discussed quantitativelly and qualitativelly. An objective, fair and reasonable evaluation can be reached by this system.