铁路旅客满意度测评指标体系研究

Study on the Index System of Test and Assessment for Railway Passenger's Satisfaction

在对旅客满意的感知状况分析的基础上,结合旅客需求结构分析和实际调研结果,设计与构造出铁路旅客满意度测评指标体系.同时对指标体系进行了指标层次分析,并据此提出了相关建议.

The railway service quality is an important factor that can affect the railway enterprise to adapt to market and strengthen the competitiveness. Service must be for the purpose of meeting the passengers' demands. The paper analyzes the satisfactory feeling of railway passengers about service quality. It also analyzes the passengers' demand structure and carries out a research on passengers' satisfaction of railway service. And then the paper designs two sets of detailed index system of satisfaction, one for railway station, and the other for train. There are still some advices for the index system.