Multilevel Comprehensive Evaluation of the Railway Service Quality

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Abstract

A multilevel fuzzy synthetic evaluation model to evaluate the railway service quality is proposed based on the fuzzy theory. An evaluation indicator system with three grades evaluation indicators is established, and their weights are determined on the basis of opinions expressed by interviewed passengers. Railway service quality is evaluated by the value of a comprehensive satisfaction degree. The method can provide not only for the passengers' overall satisfaction degree on the railway service quality, but also the passengers' satisfaction degree on some primary evaluation indicators. According to the evaluation results, we found interesting differences of perception of the service among the users.

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Eboli, L., Fu, Y., & Mazzulla, G. (2016). Multilevel Comprehensive Evaluation of the Railway Service Quality. In Procedia Engineering (Vol. 137, pp. 21–30). Elsevier Ltd. https://doi.org/10.1016/j.proeng.2016.01.230

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