本文選題：無錫地鐵　切入點(diǎn)：服務(wù)質(zhì)量　出處：《華東政法大學(xué)》2015年碩士論文　論文類型：學(xué)位論文

【摘要】：隨著我國城市化進(jìn)程的不斷加劇,各種經(jīng)濟(jì)發(fā)展帶來的社會問題凸顯:地面交通擁堵、環(huán)境污染嚴(yán)重、土地資源匱乏。地鐵以其快速、安全、環(huán)保、大容量等無法比擬的優(yōu)勢逐漸成為城市交通形式中的骨干。地鐵為城市發(fā)展帶來的正的外部效應(yīng)是不言而喻的。首先地鐵能改善并緩解城市地面交通壓力,其次是能引導(dǎo)城市發(fā)展合理布局,帶動新城的發(fā)展從而推進(jìn)城市化進(jìn)程,還可以促進(jìn)就業(yè),實(shí)現(xiàn)城市的可持續(xù)發(fā)展。地鐵是城市的窗口,而優(yōu)質(zhì)的服務(wù)質(zhì)量會為地鐵輸送大量的客流,從而使得地鐵這個公共資源達(dá)到最優(yōu)配置。無錫地鐵1號線于7月1日開通,2號線也在半年后正式運(yùn)營,這標(biāo)志著無錫地鐵已經(jīng)步入網(wǎng)絡(luò)化運(yùn)營時代。無錫地鐵自運(yùn)營半年以來,受到了各方的熱切關(guān)注,但隨之而來的顧客投訴也是接連不斷。由于處于運(yùn)營初期,一方面市民對地鐵這個新生事物的期望與感知存在一定差距,另一方面運(yùn)營的一線人員由于經(jīng)驗(yàn)不豐富處理問題能力較弱。因此從乘客的滿意度角度出發(fā)對無錫地鐵的服務(wù)進(jìn)行評價具有現(xiàn)實(shí)與指導(dǎo)意義,可以幫助地鐵公司了解乘客的需求和服務(wù)中的薄弱環(huán)節(jié),有的放矢的提升服務(wù)質(zhì)量,滿足市民日益增長的服務(wù)需求。本文首先對顧客滿意度的理論基礎(chǔ)進(jìn)行研究,如滿意度的相關(guān)基本概念、理論框架、滿意度指數(shù)模型、測評方法。通過分析比選,選擇了合適的測評模型與方法。為了科學(xué)的測評顧客滿意度情況,通過理論分析并結(jié)合地鐵行業(yè)的特點(diǎn)本文構(gòu)建了地鐵顧客滿意度測評結(jié)構(gòu)模型與指標(biāo)體系。以美國顧客滿意度指數(shù)(ACSI)模型為基礎(chǔ),對無錫地鐵的滿意度進(jìn)行實(shí)證分析。采用偏最小二乘法對各級指標(biāo)的滿意度和權(quán)重進(jìn)行計算,針對結(jié)果結(jié)合滿意度矩陣的分析方法進(jìn)而對無錫地鐵服務(wù)質(zhì)量的改進(jìn)方向進(jìn)行了評價,并提出了改善優(yōu)化建議。服務(wù)改善建議包括:推行多種客票形式,配建地鐵配套停車場,加強(qiáng)與公交換乘的便捷性、改變空調(diào)制式,增加電扶梯設(shè)備,建立服務(wù)熱線等。
[Abstract]:With the development of urbanization in China, the social problems brought by various economic development are prominent: traffic congestion on the ground, serious environmental pollution, lack of land resources. The unparalleled advantages such as large capacity have gradually become the backbone of urban transportation. The positive external effects brought by subway to urban development are self-evident. First of all, subway can improve and relieve the pressure of urban ground transportation. Secondly, it can guide the rational distribution of the city, promote the development of the new city and promote the urbanization process. It can also promote employment and realize the sustainable development of the city. The subway is the window of the city. The high quality of service will transport a large number of passengers to the subway, thus making the subway this public resource optimal allocation. Wuxi Metro Line 1 was opened on July 1st, and Line 2 was officially opened six months later. This indicates that Wuxi Metro has entered the era of network operation. Wuxi Metro has received intense attention from all sides since it was in operation for half a year, but the customer complaints have followed one after another. Since it is in the early stages of operation, On the one hand, there is a certain gap between the expectations and perceptions of the new things in the subway. On the other hand, the staff of the first line of operation are not experienced enough to deal with problems. Therefore, it is of practical and guiding significance to evaluate the service of Wuxi Metro from the perspective of passenger satisfaction. It can help the MTRC to understand the needs of the passengers and the weak links in the service, improve the service quality and meet the increasing service demand of the public. First of all, the theoretical basis of customer satisfaction is studied in this paper. Such as the related basic concepts of satisfaction, theoretical framework, satisfaction index model, evaluation methods. Through analysis and comparison, the appropriate evaluation model and method are selected. Through theoretical analysis and combined with the characteristics of subway industry, this paper constructs the subway customer satisfaction evaluation structure model and index system, based on the American customer satisfaction index (ACSI) model. The satisfaction degree of Wuxi metro is analyzed empirically. The degree of satisfaction and weight of every index are calculated by partial least square method. Based on the analysis method of satisfaction matrix, this paper evaluates the direction of improving the service quality of Wuxi metro, and puts forward some suggestions for improving the service quality. Strengthen the convenience of bus transfer, change the air conditioning system, increase escalator equipment, set up service hotline, etc.
【學(xué)位授予單位】：華東政法大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2015
【分類號】：F572.88

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