Abstract
Taxis are an important supplementary and complementary tool of public transport and analysis of passenger satisfaction aims to identify existing problems in the process of taxi service, then to propose improvements. By fuzzy analytic hierarchy process and grey relational analysis, to calculate the weight and correlation degree of the impact factors, then to obtain the key factors. The data analysis shows that the range of between dissatisfaction and the general, it is in the lower level. The waiting time, refusing to take passengers, service attitude and complaints handling are the most dissatisfied factors. The government should improve the overall satisfaction of the taxi passengers from three strategies about raising the price of the taxi, developing the public transport, strengthening management.
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Liu, T. (2013). The Application of Fuzzy Analytic Hierarchy Process and Grey Relational Analysis in the Taxi Passenger Satisfaction Evaluation. In: Qi, E., Shen, J., Dou, R. (eds) The 19th International Conference on Industrial Engineering and Engineering Management. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-37270-4_78
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DOI: https://doi.org/10.1007/978-3-642-37270-4_78
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