Research On Customer Satisfaction Evaluation Of Highway Passenger Transport Enterprises

In recent years,the transportation industry has made remarkable development.How to keep the core value system of the transportation industry in line with the development of the times and make the transportation meet the growing demand for a better life of the people is an important issue for the current development and level improvement of the transportation industry.The highway passenger transport industry is an important part of the transportation industry,and the highway passenger transport enterprise is the window of the highway passenger transport industry.All kinds of passenger transport stations operated by the highway passenger transport enterprise are the exhibition portal of the economic and social development of each city,and the quality of the service they provide determines the quality of the whole passenger transport industry.In the process of passengers receiving the service provided by highway passenger transport enterprises,whether the highway passenger transport enterprises can fully meet the needs of passengers directly determines the results of passenger satisfaction evaluation.Therefore,carrying out relevant research on customer satisfaction theory and in-depth analysis of passenger highway passenger transport service demand and perception quality can not only improve the corporate image,gain the trust of passengers,but also increase the highway The profitability and management level of passenger transport enterprises provide the market competitiveness and influence of passenger transport enterprises.Highway passenger station is not only the starting point but also the key point for passengers to accept the service of passenger transport enterprises.It is also the aggregation center of passenger transport services,with complex and diverse characteristics.Firstly,this paper makes an in-depth analysis of the relevant theoretical research on the customer satisfaction of enterprises,and summarizes that the evaluation of customer satisfaction of highway passenger transport enterprises should be based on the construction of index system and the characteristics of highway passenger transport industry Secondly,combined with the service supply and customer demand of highway passenger transport enterprises,the evaluation index system of customer satisfaction of highway passenger transport enterprises is constructed,and six evaluation indexes of convenience,safety,economics,efficiency,comfort and service are put forward.The weights of evaluation indexes at all levels are determined by the method of supervisor and objective weighting,and finally the customer satisfaction is obtained by weighted calculation Finally,through the empirical study of J coach under s provincial transportation group,this paper summarizes and analyzes the current situation of s enterprise customer satisfaction and the main problems existing in the current service,and puts forward relevant countermeasures to improve the customer satisfaction of s provincial transportation group.