本文選題：交通方式 + 服務(wù)質(zhì)量�。� 參考：《西南交通大學(xué)》2012年碩士論文

【摘要】：目前,我國(guó)的交通技術(shù)不斷更新進(jìn)步,特別是城際交通方式的發(fā)展更為迅速,先后出現(xiàn)了如動(dòng)車和高鐵這樣先進(jìn)的客運(yùn)方式。然而交通運(yùn)輸業(yè)的快速發(fā)展,雖然是促進(jìn)國(guó)民經(jīng)濟(jì)增長(zhǎng)的重要元素,同時(shí)也會(huì)讓出行者選擇交通方式的行為變得相對(duì)復(fù)雜。出行行為實(shí)際上也是一種消費(fèi)者選擇行為,它符合消費(fèi)者選擇行為理論。旅客出行行為由于受出行者自身因素、交通方式因素及環(huán)境因素等各方面的影響,但他們對(duì)各種交通方式服務(wù)質(zhì)量的期望心理,必定是很重要的一個(gè)方面。從出行者心理的需要來講,大多數(shù)人會(huì)追求下列幾種心理：安全性心理、快捷性心理、順暢性心理、經(jīng)濟(jì)性心理、舒適性心理及安靜心理等。 本文在總結(jié)已有研究文獻(xiàn)的基礎(chǔ)上,將影響消費(fèi)者選擇交通方式行為的兩大要素(消費(fèi)者心理、交通方式服務(wù)屬性)結(jié)合起來,從出行者的心理因素出發(fā),研究他們對(duì)交通方式各服務(wù)要素的期望容忍區(qū)域?qū)挾取３酥?還將考察出行屬性對(duì)容忍區(qū)域的影響,即出行人數(shù)、出行動(dòng)因和出行距離的容忍區(qū)域及其上下限的差異。對(duì)交通方式服務(wù)屬性的劃分主要借鑒前人已有的研究成果,歸結(jié)為四個(gè)維度：經(jīng)濟(jì)性、安全性、舒適性和便捷性。 根據(jù)實(shí)證研究得出,不同的客運(yùn)服務(wù)維度其容忍區(qū)域及容忍區(qū)域上下限均有所不同。且對(duì)出行者而言,容忍區(qū)域由窄到寬依次是：安全性、便捷性、舒適性、經(jīng)濟(jì)性。并且出行人數(shù)和出行距離這兩個(gè)變量均對(duì)容忍區(qū)域的寬度和上下限有顯著影響。表現(xiàn)為有同伴的出行者和中短途出行者分別比無同伴出行者和長(zhǎng)途出行者有更寬的容忍區(qū)域。 最后,本文根據(jù)研究結(jié)果,討論了通過提高服務(wù)質(zhì)量而增進(jìn)旅客滿意度和提高旅客忠誠(chéng)的方法,并提供了相關(guān)建議,同時(shí)也說明了本研究的局限性及未來研究展望。
[Abstract]:At present, the transportation technology of our country is constantly updating and progress, especially the development of inter-city transportation mode is more rapid, such as train and high-speed rail, such as advanced passenger transport mode has emerged successively. However, the rapid development of transportation industry, although an important element to promote the growth of the national economy, will also make it more complicated for travelers to choose the mode of transportation. Travel behavior is actually a kind of consumer choice behavior, which accords with the theory of consumer choice behavior. The passenger travel behavior is influenced by the traveler's own factor, the traffic mode factor and the environment factor, but their expectation psychology to the service quality of various transportation modes must be a very important aspect. According to the needs of travelers, most people will pursue the following kinds of psychology: safety psychology, quickness psychology, smooth psychology, economic psychology, comfort psychology and quiet psychology. On the basis of summarizing the existing research literature, this paper combines the two factors (consumer psychology, traffic mode service attribute) that affect the behavior of consumers' choice of traffic mode, starting from the psychological factors of travelers. To study their expectations of the various service elements of the mode of transport to tolerate the width of the region. In addition, the effects of travel attributes on tolerance areas, i.e. the number of trips, travel motivation and travel distance, and the differences between upper and lower limits are also examined. The classification of traffic mode service attributes is mainly based on the previous research results, which can be summed up into four dimensions: economy, security, comfort and convenience. According to the empirical study, different dimensions of passenger transport service have different tolerance regions and tolerance regions. And for travelers, the tolerance area from narrow to wide is: safety, convenience, comfort, economy. The two variables, number of trips and travel distance, have a significant effect on the width, upper and lower limits of the tolerance region. It shows that travelers with companions and short-distance travelers have a wider tolerance area than non-companion travelers and long-distance travelers respectively. Finally, according to the results of the study, this paper discusses the methods to improve passenger satisfaction and loyalty by improving service quality, and provides relevant suggestions. At the same time, it also explains the limitations of this study and the prospect of future research.
【學(xué)位授予單位】：西南交通大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2012
【分類號(hào)】：F224;F540

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