基于模糊综合评价方法的青岛地铁乘客满意度分析
李世伟1辛晓敏1潘福全2
Passenger Satisfaction Analysis of Qingdao Metro Based on Fuzzy Comprehensive Evaluation Method
LI ShiweiXIN XiaominPAN Fuquan
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作者信息:1.青岛地铁集团有限公司,266045,青岛;
2.青岛理工大学机械与汽车工程学院,266520,青岛
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Affiliation:Qingdao Metro Group Co., Ltd., 266045, Qingdao, China
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关键词:
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Key words:
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DOI:10.16037/j.1007-869x.2020.08.028
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中图分类号/CLCN:F530.7
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栏目/Col:研究报告
摘要:
在国内乘客满意度研究的理论基础上，结合青岛地铁运营实际建立乘客满意度指标体系，提出了利用模糊综合评价法计算乘客满意度指数的算法。在青岛地铁进行了乘客满意度调查，利用层次分析法确定了各项指标的权重，根据问卷数据，计算了各项满意度指标得分，对得分进行了横向和纵向对比，找出急需改进的薄弱环节，并据此提出了管理提升思路。
Abstracts:
Based on the theory of passenger satisfaction research in China and the actual operation of Qingdao metro, a passenger satisfaction index system is established, the algorithm for calculating the passenger satisfaction index through fuzzy comprehensive evaluation is put forward. According to a passenger satisfaction survey of Qingdao metro, the weight of each index is determined by using the analytic hierarchy process. Then, the scores of each satisfaction index are calculated according to the questionnaire data, and the scores are compared horizontally and vertically to find out the weak links in need of improvement. Finally, the management improvement idea is put forward accordingly.
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