The Study On The Evaluation Of Satisfaction Degree Of Road Transport Infrastructure Service

Transportation provides the basic conditions for the goods circulation and mobility of people, so its service attributes is very prominent, "The eleventh Five-Year Economic and Social Development Plan" clearly positions transportation as service industry which is in the area of priority development. Road transport infrastructure services is a basic condition of transport service, as a result, the research on the evaluation method of satisfaction degree of road transport infrastructure service has important theoretical and practical value for improving performance of transportation services continuously.In this thesis, there are three basic researched issues which are the satisfaction evaluation model of road transport infrastructure service, the satisfaction evaluation index system and satisfaction evaluation method. In terms of the satisfaction evaluation model, based on the analysis of ACSI and other foreign classics satisfaction index model, with the unique nature of civil road transport service considered, the satisfaction evaluation model of road transport infrastructure service is proposed which is originate from the modified ACSI, so the theoretical depth and practicality of the model is ensured. In terms of the satisfaction evaluation index system, according to the elements of evaluation model, a evaluation index system which is composed by road transport planning, construction, management, conservation fields is structured, the indexes are weighted by using entropy method and principle components method. In terms of satisfaction evaluation method, the related evaluation methods are analyzed and compared, the satisfaction index of road transport infrastructure services is given by the fuzzy comprehensive evaluation method. At last, the empirical study of satisfaction evaluation is carried out on the basis of the questionnaire survey of Zhejiang road transport infrastructure service satisfaction, the evaluation model, the index system and the evaluation method of satisfaction index are proved practical and effective.At present, there is little research on measurement of road transport infrastructure service satisfaction from a macro perspective, a evaluation scheme is proposed and demonstrated in this thesis by means of multi-discipline research which can provid a reference for carrying out road transport infrastructure service satisfaction theoretical study, practical investigation evaluation and highway departments'scientific decision making.