公路客运服务质量综合评价  

Comprehensive evaluation on service quality of highway passenger transportation

作　　者：付巧峰[1] 

机构地区：[1]西安科技大学理学院,陕西西安710054

出　　处：《长安大学学报（自然科学版）》2008年第4期87-90,共4页Journal of Chang’an University(Natural Science Edition)

摘　　要：为了客观准确地评价公路客运服务质量,在分析服务水平综合评价特性的基础上,应用马斯洛需求层次理论,从客观性、经济性、服务性、快捷性、舒适性和方便性6个方面,构建了公路客运服务质量评价指标体系。引入了改进的层次分析法确定指标权重向量,采用模糊理论进行综合评价,并以实例进行分析。结果表明,该评价指标体系能有效地反映客运服务质量水平,可减少人为因素的影响。In order to objectively and accurately evaluate the service quality of highway passenger transportation, the evaluating features for the service level are analyzed, it is pointed out that the objectivity, economy, ability, speed, satisfaction and convenience are the important six indices for evaluating service quality, so the evaluating system is developed with Maslow method based on the six indices. In the system, the weight vectors can be determined by the improved analytic hierarchy process method, a fuzzy model can be developed for evaluating the service quality. An example is given. The result shows this model can reflect the service level effectively, the influence of man＇s factors can be reduced. 2 tabs, 1 fig, 8 refs.

关 键 词：交通工程 客运服务质量 旅客满意度 改进的层次分析法 模糊综合评价 

分 类 号：U491.17[交通运输工程—交通运输规划与管理]