Fuzzy Comprehensive Evaluation Of Customer Satisfaction Based On ACSI In Chengdu Metro

The large-scale development of the metro industry is an important way to solve the traffic problem and it's an effective way to reduce the pressure on the space resources on the ground.The level of satisfaction of subway passengers directly affects the service quality of metro companies.In order to improve the service quality of metro companies,this paper conducts relevant research on Chengdu metro satisfaction.Firstly,the paper conducts field survey and research on Chengdu Metro through quantitative research methods,and it adopts a qualitative research method to construct the passenger satisfaction index model(ACSI model),which establishes the evaluation index of subway passenger satisfaction evaluation.Secondly,due to the different importance of different factor indicators,this paper adopts the analytic hierarchy process and the improved grey correlation method to assign the respective weight values to the second and third-level indicators.Then the fuzzy comprehensive evaluation method in fuzzy learning is used for Chengdu Metro Satisfaction evaluation,and the satisfaction-importance analysis of each index was performed by the quarter-map model method.Finally,the actual satisfaction level of Chengdu subway passengers was calculated according to the model.Through the above methods,Chengdu subway passengers' satisfaction degree is measured and analyzed,and qualitative and quantitative combined satisfaction evaluation methods are used to analyze the reliability and rationality of the results.The fuzzy comprehensive evaluation method and the quarter-map model method are used to obtain the satisfaction evaluation results and the priority improvement direction.The results of the evaluation of satisfaction with the assessment were verified.The results of the evaluation were used to propose targeted and constructive improvements to the Chengdu Metro.