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按照产品设计阶段、使用阶段和售后阶段,从旅客列车开行方案、旅行过程服务水平、未兑现时服务水平3方面构建包括开行频率、发到时刻、票价选择种类等10个指标的评价体系;据此设计了调查问卷。运用层次分析法和模糊综合评判方法对铁路客运产品质量进行评价,评价结果为“满意”;同时对这一结果进行全方位分析。最后就铁路部门如何提高客运产品质量提出有针对性的建议。
According to the product design phase, the use of the stage and the after-sales phase, from the passenger train program, the travel process service level, the service level of unrealized 3 to build including the frequency of departure, time to fare selection of 10 kinds of indicators such as the evaluation system; Based on this, a questionnaire is designed. Using AHP and fuzzy comprehensive evaluation method to evaluate the quality of railway passenger transport products, the evaluation result is “satisfied”; at the same time, this result is comprehensively analyzed. Finally, it puts forward some suggestions on how to improve the quality of passenger transport products by railway departments.