本文選題：城市軌道交通　切入點(diǎn)：運(yùn)營(yíng)服務(wù)質(zhì)量　出處：《都市快軌交通》2017年01期 　論文類(lèi)型：期刊論文

【摘要】：以武漢軌道交通2015年運(yùn)營(yíng)情況為例,根據(jù)城市軌道交通客運(yùn)服務(wù)系統(tǒng)特點(diǎn)制訂乘客滿意度調(diào)查問(wèn)卷,通過(guò)建立結(jié)構(gòu)模型計(jì)算乘客滿意率和乘客滿意度指數(shù),得出乘客滿意率為95.85%,滿意度指數(shù)為67.07。數(shù)據(jù)證明:武漢軌道交通2015年的運(yùn)營(yíng)服務(wù)質(zhì)量處于較高水平,但與世界一流的交通行業(yè)相比還有一定差距。測(cè)評(píng)結(jié)果顯示,武漢軌道交通的安全性、設(shè)備設(shè)施、乘車(chē)信息等方面有待完善,針對(duì)這些問(wèn)題提出改善對(duì)策:以確保安全管理為前提,通過(guò)完善服務(wù)管理制度,形成閉環(huán)的監(jiān)管體系,結(jié)合各項(xiàng)具體措施,提高服務(wù)可靠度、乘車(chē)便捷度和乘客舒適度,以期進(jìn)一步提升武漢軌道交通的運(yùn)營(yíng)服務(wù)質(zhì)量。
[Abstract]:Taking the operation of Wuhan rail transit in 2015 as an example, according to the characteristics of urban rail transit passenger transport service system, the questionnaire of passenger satisfaction is developed, and the passenger satisfaction rate and passenger satisfaction index are calculated by establishing a structural model. The passenger satisfaction rate is 95.855.The satisfaction index is 67.07.The data prove that the service quality of Wuhan rail transit in 2015 is at a high level, but there is still a certain gap compared with the world-class transportation industry. The safety, equipment and information of Wuhan rail transit need to be improved. In view of these problems, some countermeasures are put forward: to ensure the safety management, through perfecting the service management system, the closed-loop supervision system is formed. Combined with the specific measures to improve the service reliability, ride convenience and passenger comfort, in order to further improve the operational service quality of Wuhan rail transit.
【作者單位】： 武漢地鐵運(yùn)營(yíng)有限公司;
【分類(lèi)號(hào)】：F572.88

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本文編號(hào)：1632674