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公路交通行业由传统产业向现代服务型行业转变的背景下,有必要开展满意度调查工作,全面了解用户对公路交通服务的满意状况。文章针对公路交通服务的特点,建立了具有层次化结构的用户满意度评价指标体系,包含建设、管理和养护三大领域,并提出了基于模糊综合评价法的用户满意度评价模型。在北京市首次开展的公路交通服务用户满意度调查结果表明:应用该评价模型获得的满意度总体评分为3.46,满意程度介于基本满意和比较满意之间;满意度评分相对较低的指标应作为下一阶段的工作重点。
Under the background that the road transportation industry changes from the traditional industry to the modern service industry, it is necessary to carry out the investigation of the satisfaction and fully understand the users’ satisfaction with the road traffic service. In this paper, aiming at the characteristics of road traffic service, this paper establishes a hierarchy of user satisfaction evaluation index system, including three major areas of construction, management and maintenance, and puts forward a user satisfaction evaluation model based on fuzzy comprehensive evaluation. The first satisfaction survey of road traffic service users in Beijing showed that the overall satisfaction score obtained by using this evaluation model was 3.46, the satisfaction level was between the basic satisfaction and the satisfactory one. The index with relatively low satisfaction score should be As the focus of the next phase of work.