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Research of Passenger Dedicated Line Service Quality Evaluation on the Basis of Passenger Satisfaction Dgree

Author: FengXiaoYan
Tutor: ZhaoZuo
School: Beijing Jiaotong University
Course: Transportation Planning and Management
Keywords: Passenger Line The quality of passenger service Passenger satisfaction Evaluation
CLC: F532;U293.1
Type: Master's thesis
Year: 2011
Downloads: 259
Quote: 1
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Abstract


With the large-scale construction of passenger dedicated line in China , after a passenger dedicated line into the net , shipped great release can , on Transportation will face increasingly fierce competition in the market . Passenger market competition is the quality of service competition . Therefore , to build a scientific and reasonable evaluation system to evaluate the Passenger - quality of service , and then put forward to improve the quality of service effective measures to maximize passenger satisfaction , has important practical significance for the improvement of the competitiveness of Passenger Line and healthy development . Firstly, the relevant research results at home and abroad , a more systematic overview of the the Passenger Line Passenger Service System and Customer Satisfaction theoretical ; fusion of both macro and micro levels of customer satisfaction evaluation model on this basis , to build a rail passenger satisfaction evaluation model evaluation methods ; then according to the model , and in the systematic analysis of passenger Dedicated Line passenger services on the basis of the various aspects of quality of service impact factors of , build a passenger special line passenger service the quality of evaluation indicators system , determine the indicators quantified and the right to re- calculate the passenger - satisfaction Survey program design ; Finally, the Beijing-Tianjin passenger - satisfaction Survey for instance , the use of combination evaluation method of fuzzy comprehensive evaluation and quarters Figure Beijing and Tianjin passenger - QOS verification the operability of the ideas and methods of the paper .

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CLC: > Transportation > Rail transport > Rail transport management projects > Passenger transport > Organization and management of passenger transport
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