Research On Customer Satisfaction Evaluation Of Highway Passenger Transport Service

Along with the drastic competition of passenger transport market day by day and the change of people's concept to consumption, as a service industry which is face to consumers, the highway passenger transport service system should investigate customer satisfaction so as to find out the degree of passenger's satisfaction and the passenger's demand, then can find out the weakness of the highway passenger transport, and it can supply scientific basis for service quality's further development.The thesis analyses the service quality of highway passenger transport and the essential theory of the customer satisfaction, then explains the theory's foundation and feasibility to evaluate the highway passenger transport service with the customer satisfaction, brings forward the theory of the customer satisfaction transplanting to the highway passenger transport service system, and designs passenger satisfaction index measurement model of highway passenger transport service with the help of the authoritative ACSI model.According to the measurement model designed, the thesis establishes a passenger satisfaction evaluation index system of highway passenger transport service, including multiple dimensions and layers, combines questionnaire investigation with AHP to calculate the weight of every measurement index, then makes a investigating plan of highway passenger transport service system.Finally it is approved that the evaluation index system and the questionnaire are reasonable and suitable to highway passenger transport service system through the analysis by statistics software SPSS11.0 used on passenger transportation chengdu enterprise of Sichuan. In addition, through analyzing and processing the data, gets the evaluation result, and puts forward some pertinence suggestions for improving the service level of the enterprise.This research has certain significance to improve service quality for the highway passenger transport enterprise, provide decision information and establish correlation policy for the transportation department.