Research on Passenger Satisfaction Based on Fuzzy Comprehensive Evaluation

A multi-level passenger satisfaction evaluation index system is established in this paper based on a customer perception model and hierarchical theory of needs, which includes five first-level indicators of materiality, reliability, responsiveness, assurance and safety and 27 second-level evaluation indicators. Taking the South Square of Jiaozuo Railway Station as an example, based on the results of questionnaire survey, the weight value and membership matrix of each evaluation index are obtained by using principal component analysis and sum product method. The passenger satisfaction score the station is 3.51 by using fuzzy comprehensive evaluation method, ranging from average to satisfaction. The key indicators affecting passenger satisfaction are analyzed by Quadrant graph method and improvement measures suggested for the station operations. The research shows satisfaction research from the perspective of traffic operation managers and passengers can effectively improve the accuracy of evaluation, and provide decision-making reference for relevant departments to improve service level.