Research on Index System and Fuzzy Comprehensive Evaluation Method for Passenger Satisfaction

摘要

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.