基于模糊多属性的公益旅游服务顾客满意度测评研究

强化政府公益旅游服务供给的绩效测评是推进公益旅游可持续发展、提升公益旅游服务质量的基本手段。针对影响公益旅游服务质量因子的模糊性,通过三角模糊数集中表达公益旅游服务游客主观评议,设计公益旅游顾客满意度测评指标,并构建测评模型是改善公益旅游服务满意度测评的有效方法。通过模糊多属性测评发现,推行公益旅游服务项目质量测评、科学规划公益旅游服务项目、加快公益旅游服务政策规制体系建设,是提升公益旅游服务顾客满意度的关键。

Study on Customer Satisfaction Evaluation of Public Travel Service Based on the Fuzzy Multi-attribute

Strengthening performance evaluation of the supply of government public welfare tourism services is the basic method to advance the sustainable development of public welfare tourism and improve the quality of public travel services.According to the fuzziness of influence public tourism service quality factor,the paper designs the assessment index of public welfare tourism customer satisfaction and constructs the evaluation mode through the triangular fuzzy number concentrated expression public welfare tourism services tourists subjective evaluation,and it is the effective method to improve public service satisfaction assessment.The fuzzy multiple attribute assessment shows that the keys to improve customer satisfaction of public travel service are implementing public travel service quality evaluation,scientific planning the public travel service and speeding up the regulation system of public travel service policy.