本文關鍵詞： 旅客需求 旅客服務方案 QFD(質(zhì)量功能配置) SERVERUAL評價　出處：《北京交通大學》2012年碩士論文　論文類型：學位論文

【摘要】：考慮到旅客需求對客運站旅客服務方案設計的影響程度,現(xiàn)有的鐵路客運站旅客服務方案還不能滿足旅客對交通出行的各種需求,這在很大程度上限制了鐵路運輸?shù)氖袌龈偁幜ΑＲ虼?鐵路客運站服務方案的優(yōu)化設計極具現(xiàn)實意義,評價方法的研究對于鐵路運輸企業(yè)提高其客運服務質(zhì)量具有重要作用。 本文的研究是基于旅客對車站服務的各種出行需求情況,采用QFD質(zhì)量功能配置方法進行服務方案的優(yōu)化設計,并細化服務方案設計的各個階段,在質(zhì)量屋的設計中綜合鐵路客運站的各種服務要素,并以旅客滿意度為基礎,以提高服務的市場競爭力為前提,構建服務質(zhì)量評估體系,并用SERVERUAL方法對車站服務體系進行服務質(zhì)量評估。 服務需求分析中,首先對各種服務要素進行選擇性歸類分析,并就對旅客服務影響力大小進行模糊性歸類,求出多個服務要素的最優(yōu)方案。論文的實例分析驗證了本文理論方法的可行性和有效性。 服務方案設計中,著重對服務需求與服務要素的質(zhì)量屋設計,以服務方案所表現(xiàn)的市場競爭力和技術競爭力為依據(jù),分析服務要素的改進方向和優(yōu)化方案,從而構建高速鐵路客運站旅客服務體系。 最后,旅客服務評價中,基于旅客服務的五類基本需求與20個主要車站服務要素指標,利用改進后的SERVQUAL方法對鐵路客運站服務質(zhì)量進行評價,分別得出服務質(zhì)量感知值、服務質(zhì)量期望值和可接受服務質(zhì)量值,并通過差值分析和權重計算得出旅客服務信息分布和服務方案的優(yōu)化改進方向。利用四分圖模型將旅客服務要素進行區(qū)域劃分,找出旅客服務修補區(qū),即旅客服務方案需要重點改進的地方,整個過程通過實例進行驗證。 本文提出的理論方法開發(fā)了客運站旅客服務系統(tǒng),并構建了服務方案的質(zhì)量評估體系。目前,該系統(tǒng)實現(xiàn)了旅客需求最大化的改進目標,建成的質(zhì)量評估體系也能夠為鐵路企業(yè)服務進行整體評價,以期在最大效益情況下進行服務方案優(yōu)化和改進。
[Abstract]:Considering the extent of the impact of passenger demand on the design of passenger service schemes for passenger stations, the existing passenger service programmes for railway passenger stations are not yet able to meet the various needs of passengers for travel, This limits the market competitiveness of railway transportation to a great extent. Therefore, the optimization design of railway passenger station service scheme is of great practical significance, and the study of evaluation method plays an important role in improving the quality of passenger transport service for railway transport enterprises. The research of this paper is based on the travel demand of passengers to the station service, adopt the QFD quality function configuration method to optimize the service scheme design, and refine each stage of the service scheme design. In the design of the quality house, the service elements of railway passenger station are integrated, and the service quality evaluation system is constructed on the basis of passenger satisfaction and the premise of improving the market competitiveness of service. The service quality of station service system is evaluated by SERVERUAL method. In the analysis of service demand, first of all, various service elements are classified selectively, and the influence on passenger service is classified as fuzziness. The optimal scheme of multiple service elements is obtained, and the feasibility and validity of the theoretical method are verified by an example of this paper. In the design of service scheme, the quality house design of service demand and service elements is emphasized. Based on the market competitiveness and technical competitiveness of service project, the improvement direction and optimization scheme of service elements are analyzed. Thus, the passenger service system of high-speed railway passenger station is constructed. Finally, in the passenger service evaluation, based on the five basic needs of passenger service and 20 main station service elements indicators, the improved SERVQUAL method is used to evaluate the service quality of railway passenger station, and the service quality perception value is obtained respectively. The expectation value of service quality and acceptable service quality value, and through the difference analysis and weight calculation, the distribution of passenger service information and the optimization and improvement direction of service scheme are obtained. By using the quadrilateral graph model, the passenger service elements are divided into regions. To find out the customer service repair area, that is, where the passenger service scheme needs to be improved, the whole process is verified by an example. The theory and method proposed in this paper have developed passenger service system of passenger terminal, and constructed the quality evaluation system of service scheme. At present, the system has realized the improvement goal of maximizing passenger demand. The established quality evaluation system can also be used to evaluate the service of railway enterprises in order to optimize and improve the service scheme under the condition of maximum benefit.
【學位授予單位】：北京交通大學
【學位級別】：碩士
【學位授予年份】：2012
【分類號】：U293.3;F532

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本文編號：1538757