本文選題：城市軌道交通 + 客運(yùn)服務(wù)質(zhì)量�。� 參考：《南京理工大學(xué)》2013年碩士論文

【摘要】：為解決日益嚴(yán)重的城市交通擁擠問(wèn)題,世界各國(guó)開(kāi)始重視和發(fā)展城市公共交通,城市軌道交通系統(tǒng)作為一種可持續(xù)公共交通方式,更以其在解決城市交通擁堵、改善城市空間結(jié)構(gòu)、保護(hù)城市環(huán)境、節(jié)約城市土地資源、促進(jìn)城市精益發(fā)展等方面的突出表現(xiàn),以及其便捷、安全、可靠、準(zhǔn)點(diǎn)的功能特征,近些年來(lái)在世界和中國(guó)獲得了長(zhǎng)足的發(fā)展。安全運(yùn)營(yíng)是城市軌道交通的生命線,是最大的人文體現(xiàn),若要真正將安全運(yùn)營(yíng)管理落到實(shí)處,需要在確保列車安全的前提下,最大限度地提高城市軌道交通客運(yùn)服務(wù)質(zhì)量,滿足不斷增長(zhǎng)的車輛行車效率、效能和乘客舒適度水平的要求。因此,為了吸引客流,提升客運(yùn)服務(wù)質(zhì)量,需要高度重視城市軌道交通運(yùn)營(yíng)服務(wù)質(zhì)量的客觀測(cè)評(píng)方法和提升策略的研究。 客觀、全面的分析影響城市軌道交通客運(yùn)服務(wù)質(zhì)量的因素,是建立客運(yùn)服務(wù)質(zhì)量標(biāo)準(zhǔn)測(cè)評(píng)模型和指標(biāo)體系的重要任務(wù)。本文根據(jù)城市軌道交通客運(yùn)服務(wù)的特點(diǎn),從乘客感知和企業(yè)運(yùn)營(yíng)兩方面分析影響城市軌道交通客運(yùn)服務(wù)質(zhì)量的主要因素,建立了評(píng)價(jià)指標(biāo)體系,并選取數(shù)字量表量化指標(biāo),選用層次分析法和因子分析法確定各級(jí)指標(biāo)權(quán)重。在評(píng)價(jià)指標(biāo)體系的基礎(chǔ)上,構(gòu)建了城市軌道交通客運(yùn)服務(wù)質(zhì)量測(cè)評(píng)模型,通過(guò)與美國(guó)顧客滿意度指數(shù)(ACSI)模型對(duì)比,全面分析本文所建模型的特點(diǎn)與優(yōu)勢(shì)。最后采用偏最小二乘法(PLS)對(duì)測(cè)評(píng)模型進(jìn)行求解。 為了更為客觀的應(yīng)用與測(cè)評(píng)本文選用的測(cè)評(píng)模型,通過(guò)到南京地鐵車站的實(shí)地調(diào)查,選取適應(yīng)論文測(cè)評(píng)指標(biāo)體系相應(yīng)的反映軌道交通客運(yùn)服務(wù)質(zhì)量水平的數(shù)據(jù),采用統(tǒng)計(jì)分析軟件SPSS,對(duì)南京地鐵的客運(yùn)服務(wù)質(zhì)量進(jìn)行分析,并結(jié)合南京地鐵實(shí)際運(yùn)營(yíng)現(xiàn)狀數(shù)據(jù)對(duì)客運(yùn)服務(wù)質(zhì)量結(jié)果進(jìn)行全面分析比較。 最后通過(guò)質(zhì)量功能展開(kāi)(QFD)法,分析出乘客對(duì)南京地鐵客運(yùn)服務(wù)需求的關(guān)鍵質(zhì)量特性,利用質(zhì)量功能展開(kāi)法的三階段模式展開(kāi),提出優(yōu)化南京客運(yùn)服務(wù)質(zhì)量的方法與策略。
[Abstract]:In order to solve the increasingly serious problem of urban traffic congestion, the world began to attach importance to and develop urban public transport, urban rail transit system as a sustainable mode of public transport, but also to solve urban traffic congestion. Improving urban spatial structure, protecting urban environment, saving urban land resources, promoting urban lean development, and its convenient, safe, reliable and punctual features, In recent years, great progress has been made in the world and in China. Safety operation is the lifeline of urban rail transit and the biggest humanistic embodiment. If the safety operation management is to be put into practice, it is necessary to improve the service quality of urban rail transit passenger transport to the maximum extent on the premise of ensuring train safety. To meet the increasing vehicle efficiency, efficiency and passenger comfort level requirements. Therefore, in order to attract passenger flow and improve the quality of passenger transport service, it is necessary to attach great importance to the objective evaluation methods and promotion strategies of urban rail transit service quality. Objective and comprehensive analysis of the factors affecting the service quality of urban rail transit passenger transport is an important task to establish the evaluation model and index system of passenger service quality standard. According to the characteristics of urban rail transit passenger transport service, this paper analyzes the main factors influencing the quality of urban rail transit passenger transport service from the aspects of passenger perception and enterprise operation, establishes the evaluation index system, and selects the quantitative index of the digital scale. Choose analytic hierarchy process and factor analysis to determine the weight of indexes at all levels. On the basis of the evaluation index system, the evaluation model of passenger service quality of urban rail transit is constructed, and the characteristics and advantages of this model are analyzed by comparing it with the ACSI model of American customer satisfaction index. Finally, the evaluation model is solved by partial least square method (PLS). In order to more objectively apply and evaluate the evaluation model selected in this paper, through the field investigation of Nanjing subway station, the data corresponding to the evaluation index system of the paper reflecting the service quality level of rail transit passenger transport are selected. The quality of passenger transport service of Nanjing Metro is analyzed by using the statistical analysis software SPSS, and combined with the actual operation data of Nanjing Metro, the results of service quality of passenger transportation are analyzed and compared in an all-round way. Finally, the key quality characteristics of passenger demand for Nanjing metro passenger service are analyzed by using the QFDs, and the methods and strategies of optimizing the service quality of Nanjing passenger transportation are put forward by using the three-stage model of the quality function expansion method.
【學(xué)位授予單位】：南京理工大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類號(hào)】：U239.5;U293.1

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本文編號(hào)：2037981