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从铁路旅客运输的特点和消费者满意度的主观特性出发,分析了影响铁路旅客满意度的主要因素.并采用模糊综合评价方法,结合铁路旅客问卷调查结果,对目前铁路旅客满意度水平进行了综合评价.并就如何提高和改进铁路运输服务质量和服务水平、提高铁路运输的综合竞争力提出了相关建议措施.
Based on the characteristics of railway passenger transportation and the subjective characteristics of customer satisfaction, this paper analyzes the main factors that affect the passenger satisfaction of railway, and uses fuzzy comprehensive evaluation method and railway passenger questionnaire survey results to analyze the current level of railway passenger satisfaction Comprehensive evaluation and put forward relevant suggestions on how to improve and improve the quality and service level of railway transportation and improve the comprehensive competitiveness of railway transportation.