Multilevel Comprehensive Evaluation of the Railway Service Quality

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• 作者：Laura Eboli^a ; Yanbing Fu^b ; ^{quanshuiqq@163.com" class="auth_mail" title="E-mail the corresponding author} ; Gabriella Mazzulla^a
• 关键词：railway ; service quality ; multilevel fuzzy evaluation
• 刊名：Procedia Engineering
• 出版年：2016
• 出版时间：2016
• 年：2016
• 卷：137
• 期：Complete
• 页码：21-30
• 全文大小：133 K

文摘

A multilevel fuzzy synthetic evaluation model to evaluate the railway service quality is proposed based on the fuzzy theory. An evaluation indicator system with three grades evaluation indicators is established, and their weights are determined on the basis of opinions expressed by interviewed passengers. Railway service quality is evaluated by the value of a comprehensive satisfaction degree. The method can provide not only for the passengers’ overall satisfaction degree on the railway service quality, but also the passengers’ satisfaction degree on some primary evaluation indicators. According to the evaluation results, we found interesting differences of perception of the service among the users.