本文選題：地鐵 + 服務(wù)　； 參考：《河北工業(yè)大學(xué)》2013年碩士論文

【摘要】：城市軌道交通作為支撐大城市交通系統(tǒng)正常運(yùn)行的骨干動(dòng)脈，近年來發(fā)展勢頭極其迅猛，中國城市軌道交通行業(yè)用十余年時(shí)間走完了發(fā)達(dá)國家百年的發(fā)展歷程。在下一個(gè)十年，中國城市軌道交通的發(fā)展將會(huì)更加迅速，運(yùn)力與運(yùn)能將呈幾何級(jí)增長。濱海市自從上世紀(jì)后期始建地鐵以來，至今已開通4條城市軌道交通線路，同時(shí)還在建5條軌道交通線路，其發(fā)展將得到強(qiáng)力提速。 在濱海市地鐵快速跨越式發(fā)展的今天，地鐵以運(yùn)量大、安全、快捷、準(zhǔn)確、舒適、環(huán)保等優(yōu)勢，在城市公共交通發(fā)展中起到了愈加重要的作用。同時(shí)地鐵作為服務(wù)行業(yè)，在發(fā)揮城市窗口形象、服務(wù)廣大乘客的過程中，其服務(wù)質(zhì)量也愈加受到廣大乘客的關(guān)注。 現(xiàn)在全國各地地鐵都先后引入乘客滿意度調(diào)查機(jī)制，希望通過開展乘客滿意度調(diào)查分析與評(píng)價(jià)，，及時(shí)了解乘客的需求和感受，分析問題找出差距，才能制定出更加貼合乘客需要的個(gè)性服務(wù)策略，實(shí)現(xiàn)提升服務(wù)品質(zhì)、打造服務(wù)品牌、增強(qiáng)市場競爭力、實(shí)現(xiàn)地鐵的良好發(fā)展。因此在當(dāng)前開展地鐵乘客滿意度有重要意義。 本文通過對(duì)地鐵乘客滿意度相關(guān)理論的歸納，分析了地鐵乘客滿意度的特征及影響因素，結(jié)合以往工作經(jīng)驗(yàn)從濱海地鐵乘客特征、服務(wù)現(xiàn)狀、服務(wù)提升感知反饋等方面入手，制訂了滿意度調(diào)查問卷，并以攔截訪問的定量調(diào)查方法為主，以召開小組座談會(huì)的定性調(diào)查方法、實(shí)地走訪的神秘顧客調(diào)查方法為輔，結(jié)合使用SPSS統(tǒng)計(jì)分析軟件對(duì)訪問調(diào)查結(jié)果進(jìn)行數(shù)據(jù)管理、統(tǒng)計(jì)分析、圖表分析、輸出管理，對(duì)濱海地鐵乘客滿意度的整體情況及分項(xiàng)指標(biāo)詳細(xì)進(jìn)行了分析，找出了服務(wù)短板項(xiàng)目，指出濱海地鐵服務(wù)提升的著力點(diǎn)，并且針對(duì)每一類服務(wù)指標(biāo)的短板制定出改進(jìn)方向，對(duì)于提高地鐵認(rèn)知度、美譽(yù)度、品牌影響力起到重要的現(xiàn)實(shí)應(yīng)用意義和理論指導(dǎo)意義。
[Abstract]:As the backbone artery to support the normal operation of urban transportation system, urban rail transit has been developing rapidly in recent years. China's urban rail transit industry has completed the century-old development of developed countries in more than ten years. In the next decade, the development of urban rail transit in China will be more rapid, capacity and capacity will increase in a geometric level. Since the subway was built in the late last century, Binhai City has opened four urban rail transit lines and 5 rail transit lines, and its development will be greatly accelerated. With the rapid leap-forward development of Binhai Metro, subway has played an increasingly important role in the development of urban public transportation with the advantages of large volume, safety, speed, accuracy, comfort, environmental protection and so on. At the same time, as the service industry, the subway service quality has been paid more and more attention in the process of giving play to the city window image and serving the vast number of passengers. Now all over the country have introduced passenger satisfaction investigation mechanism successively, hoping that through carrying out passenger satisfaction survey analysis and evaluation, we can understand the needs and feelings of passengers in time, and analyze the problems to find out the gap. In order to make a more suitable individual service strategy to meet the needs of passengers, to achieve better service quality, create service brand, enhance market competitiveness, and realize the good development of subway. Therefore, the development of subway passenger satisfaction is of great significance. This paper analyzes the characteristics and influencing factors of subway passenger satisfaction through the induction of relevant theories of subway passenger satisfaction. Combining with previous work experience, it starts with the characteristics of seaside subway passengers, service status quo, service promotion, perception feedback, and so on. The satisfaction survey questionnaire was developed, and the quantitative survey method of intercepting interview was used as the main method, the qualitative investigation method of holding a panel discussion was used, and the mysterious customer survey method of field visit was used as the supplement. Combined with the use of SPSS statistical analysis software for data management, statistical analysis, chart analysis, output management, the overall situation and sub-indicators of passenger satisfaction of coastal subway are analyzed in detail. Find out the service short board project, point out the key point of the coastal subway service promotion, and aim at each kind of service index short board to work out the improvement direction, to raise the subway recognition degree, the reputation degree, Brand influence plays an important role in practical application and theoretical guidance.
【學(xué)位授予單位】：河北工業(yè)大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類號(hào)】：F274;F572.6

【參考文獻(xiàn)】

相關(guān)期刊論文 前1條

1 周艷芳;周磊山;;城市軌道交通乘客滿意度評(píng)價(jià)體系的構(gòu)建[J];都市快軌交通;2007年05期

本文編號(hào)：1875529