Multilevel comprehensive evaluation of the railway service quality

A multilevel fuzzy synthetic evaluation model to evaluate the railway service quality is proposed based on the fuzzy theory. Anevaluation indicator system with three grades evaluation indicators is established, and their weights are determined on the basisof opinions expressed by interviewed passengers. Railway service quality is evaluated by the value of a comprehensivesatisfaction degree. The method can provide not only for the passengers’ overall satisfaction degree on the railway service quality,but also the passengers’ satisfaction degree on some primary evaluation indicators. According to the evaluation results, we foundinteresting differences of perception of the service among the users.