Abstract
Passenger satisfaction index (PSI) is one of the most important indexes in comprehensive evaluation of management performance and service quality of passenger transport corporations. Based on the investigations in China, the authors introduced the notion and method for passenger group division and the concept of index weight matrix, and made successful application for passenger satisfaction evaluation. Index weight matrix developed by applying AHP and Delphi methods gives satisfactory results. The paper ends with examples of using a fuzzy inference system for passenger satisfaction evaluation in Beijing railway station.
This paper is based on the China Railway User Satisfaction Evaluation Project, which was supported by the S&T Development Plan(2002X024) of the Railway Department of China.
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© 2005 Springer-Verlag Berlin Heidelberg
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Zhou, Y., Wu, J., Jia, Y. (2005). Research on Index System and Fuzzy Comprehensive Evaluation Method for Passenger Satisfaction. In: Wang, L., Jin, Y. (eds) Fuzzy Systems and Knowledge Discovery. FSKD 2005. Lecture Notes in Computer Science(), vol 3613. Springer, Berlin, Heidelberg. https://doi.org/10.1007/11539506_14
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DOI: https://doi.org/10.1007/11539506_14
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-540-28312-6
Online ISBN: 978-3-540-31830-9
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