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ZOU Qun, ZOU Guo-ping, YU Li-jun. Customer satisfaction evaluation of expressway service[J]. Journal of Traffic and Transportation Engineering, 2009, 9(6): 80-86. doi: 10.19818/j.cnki.1671-1637.2009.06.016
Citation: ZOU Qun, ZOU Guo-ping, YU Li-jun. Customer satisfaction evaluation of expressway service[J]. Journal of Traffic and Transportation Engineering, 2009, 9(6): 80-86. doi: 10.19818/j.cnki.1671-1637.2009.06.016
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Customer satisfaction evaluation of expressway service

doi: 10.19818/j.cnki.1671-1637.2009.06.016
  • 1.

    Department of Civil Engineering, Nanchang Institute of Technology, Nanchang 330029, Jiangxi, China

  • 2.

    Jiangxi Ganyue Expressway Co., Ltd., Nanchang 330025, Jiangxi, China

  • 3.

    School of Civil Engineering and Transportation, South China University of Technology, Guangzhou 510641, Guangdong, China

More Information
  • Author Bio:

    ZOU Qun (1968-), female, associate professor, +86-791-6526386, nczqun@yahoo.com.cn

  • Received Date: 2009-08-16
  • Publish Date: 2009-12-25
    Abstract
  • The conceptions of expressway service and customer satisfaction were analyzed, a customer satisfaction model was designed, which included seven latent variables, such as customer expectation, condition perceived quality, environment perceived quality, activity perceived quality, customer satisfaction, customer complaint and customer faithfulness.Following the principles of integrality, importance, independency and maneuverability, the customer satisfaction evaluation index system of expressway service was constructed by using Delphi method from four aspects of service condition, service environment, service activity and customer complaint.Through combining fuzzy mathematics theory with analytic hierarchy process(AHP), a fuzzy hierarchy comprehensive evaluation model of customer satisfaction for expressway service was constructed, and the customer satisfaction of Nanchang-Jiujiang expressway was evaluated.Evaluation result shows that the customer satisfaction of the expressway is general satisfaction, but its service activity and customer complaint are lower satisfaction, which is consistent with the statistical data of customer satisfaction, so the model is rational and effective.

     

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