The Study On The Measurement Of Customer Satisfaction Of Railway Transportation Companies And The Implementation Of Corresponding Information System

To help companies in the railway passenger transportation business to build up a customer satisfaction oriented concept and policy which they apply to enhance their services, therefore keeping these companies' the competitive edges in the passenger transportation market in China, this thesis conduct a study concerning the measurement of the customer satisfaction in the passenger transportation business. Firstly, this thesis introduces the essential theory of measurement of the customer satisfaction, evaluates different models of customer satisfaction, and gives an analysis result of these models. Also, based on the analysis above, several passages are used to demonstrate the construction of the customer satisfaction index model used especially for companies that provide the railway passenger transportation services, the design of the questionnaires, parameters system and the measurement of the index in the system, and the premises this model requires. The thesis also introduces the estimate methods of the customer satisfaction index model mentioned above and uses the results from the survey in which the above questionnaires are used to estimate the value of index of the customer satisfaction of the model. Finally, the thesis demonstrates the function and design of Customer Satisfaction Evaluation System of the railway passenger transportation companies which integrates various parts of the evaluation process of the customer satisfaction, the specific computer technology used in the system, and the meaning of the research and implementation of this system.