电子收费系统项目用户满意度的模糊测评  

Fuzzy assessment on customer satisfaction degree for electronic toll collection project

作　　者：朱泰英[1] 隽志才[1] 姚宏伟[1] 

机构地区：[1]吉林大学交通学院,吉林长春130025

出　　处：《重庆交通学院学报》2003年第4期85-88,共4页Journal of Chongqing Jiaotong University

基　　金：国家自然科学基金(50178033)

摘　　要：智能运输系统项目用户满意度的测度问题在国内至今尚属一个无人问津的课题。本文以电子收费系统(ETC)项目为研究对象,提出了基于感知质量的ETC项目用户满意度模糊测评模型,并通过基于交通仿真软件模拟设计的评价方案,测算出了在不同ETC装备车辆占有率情况下相应的用户满意度指数。该模型方法为国家和地方政府的交通运输部门深入了解ETC项目可能给用户带来的各方面影响提供定量支持。Up to now the measure of Customer Satisfaction Degree (CSD) for Intelligent Transportation System projects is an unprecedented problem in China. By making a study on Electronic Toll Collection (ETC) projects, this paper presents a fuzzy assessment model of the CSD for ETC projects based on perception quality . Then by making use of the model , the paper measures some CSD values according to the different percentage of vehicles equipped with ETC tags based on simulated program. The model will offer a quantitative support for both national and local transportation departments to understand the various ETC projects impact which brings to customers.

关 键 词：电子收费系统 用户满意度 感知质量 模糊测评 

分 类 号：U491[交通运输工程—交通运输规划与管理]