【摘 要】
：
乘客满意度测评指标对轨道交通运营企业服务质量的持续改进具有重要的作用。结合上海轨道交通运营企业开展的满意度测评案例,介绍如何对测评中反映出的问题进行整改,以期通过
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乘客满意度测评指标对轨道交通运营企业服务质量的持续改进具有重要的作用。结合上海轨道交通运营企业开展的满意度测评案例,介绍如何对测评中反映出的问题进行整改,以期通过持续改进,进一步提高服务质量,确保上海轨道交通的安全与舒适。
Passenger Satisfaction Evaluation Index plays an important role in the continual improvement of service quality of rail transit enterprises. Combined with the case of satisfaction evaluation conducted by Shanghai rail transit enterprises, this paper introduces how to rectify the problems reflected in the evaluation so as to further improve the service quality and ensure the safety and comfort of Shanghai’s rail transit through continuous improvement.
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