The Fuzzy Comprehensive Evaluation Model for Highway Service Satisfaction

At present, the property of traffic industry has been changed from conventional industry to modern service industry. It is essential for managers to investigate the customer satisfaction index for highway service. The evaluation index system with hierarchical structure was established in this paper, according to characteristics of highway service, including the fields of construction, management and maintenance. A satisfaction evaluation model was proposed based on fuzzy comprehensive evaluation with analytical hierarchy process and entropy weighting method. An investigation of customer satisfaction index to highway service was carried out in one city. The result indicates that the satisfaction degree obtained by the evaluation model is 3.45, which is at the level between general and more satisfied. On supporting facilities condition, achievements of fast and convenience, road beautification and tree planting, the evaluation was relatively high; on the highway traffic order, construction quality and supervision, the evaluation was relatively low. The indexes with lower satisfaction degree should be the important task in the future.