【摘要】：隨著社會(huì)經(jīng)濟(jì)發(fā)展的需要，高速鐵路的建設(shè)受到了許多國(guó)家的重視。舒適方便、能源消耗低、運(yùn)輸效率高，已成為當(dāng)今發(fā)展高速鐵路的共同趨勢(shì)，目前全世界運(yùn)營(yíng)中的高鐵總里程已達(dá)上萬(wàn)公里。近年來(lái)，為應(yīng)對(duì)消費(fèi)者日益提高的出行需求和對(duì)出行質(zhì)量的要求，我國(guó)開(kāi)始在全國(guó)范圍內(nèi)修建高速鐵路，連接武漢與廣州的武廣客運(yùn)專(zhuān)線(xiàn)在2005年開(kāi)工建設(shè)，2009年12月26日正式通車(chē)運(yùn)行。它緩解了京廣線(xiàn)的巨大壓力，拉近了城市間的距離，促進(jìn)了區(qū)域間經(jīng)濟(jì)的交流，但同時(shí)也在經(jīng)營(yíng)管理上面臨著許多難題，如何提高高鐵的服務(wù)質(zhì)量、乘客的使用率和高鐵的盈利能力等問(wèn)題都值得我們探討和深思。因此，對(duì)于武廣高鐵服務(wù)質(zhì)量、乘客滿(mǎn)意度與再搭乘意愿的關(guān)系研究具有重要的理論意義和實(shí)踐意義。 本文以服務(wù)質(zhì)量理論和顧客滿(mǎn)意度理論為基礎(chǔ)，綜合運(yùn)用多種分析方法，研究了武廣高鐵服務(wù)質(zhì)量、乘客滿(mǎn)意度與再搭乘意愿的關(guān)系。本文首先闡述了服務(wù)質(zhì)量、顧客滿(mǎn)意度和顧客重復(fù)購(gòu)買(mǎi)意向的理論，然后以武廣高鐵為例，，檢驗(yàn)了服務(wù)質(zhì)量、顧客滿(mǎn)意度、乘客再搭乘意愿等相關(guān)假設(shè)，最后提出了提高武廣高鐵的服務(wù)質(zhì)量，增加乘客再搭乘意愿的對(duì)策建議。 本文的得出的主要結(jié)論有：武廣高鐵服務(wù)質(zhì)量和乘客滿(mǎn)意度均對(duì)乘客再搭乘意愿產(chǎn)生直接的影響；且服務(wù)質(zhì)量還可通過(guò)乘客滿(mǎn)意度的中介效應(yīng)，對(duì)乘客再搭乘意愿產(chǎn)生間接的影響；在服務(wù)質(zhì)量的五個(gè)維度中，移情性和響應(yīng)性對(duì)乘客滿(mǎn)意度的影響最為顯著。 本文的創(chuàng)新點(diǎn)主要體現(xiàn)在：通過(guò)選取武廣高鐵的乘客作為研究對(duì)象，對(duì)武廣高鐵服務(wù)質(zhì)量、乘客滿(mǎn)意度與再搭乘意愿的關(guān)系進(jìn)行了實(shí)證分析，探討了服務(wù)質(zhì)量的五個(gè)維度和乘客滿(mǎn)意度對(duì)乘客再搭乘意愿的直接影響和間接影響，得出了與實(shí)際相符合的結(jié)果，豐富了研究對(duì)象，拓展了研究領(lǐng)域。
[Abstract]:With the need of social and economic development, the construction of high-speed railway has been attached importance to by many countries. Comfort and convenience, low energy consumption and high transportation efficiency have become the common trend of developing high-speed railway. At present, the total mileage of high-speed rail in operation in the world has reached tens of thousands of kilometers. In recent years, in order to cope with the increasing travel demand and travel quality requirements of consumers, China has begun to build high-speed railways throughout the country. Wuguang passenger dedicated Line, which connects Wuhan and Guangzhou, started construction in 2005 and was officially opened to traffic on December 26, 2009. It alleviates the enormous pressure on the Beijing-Guangzhou Line, draws closer the distance between cities, and promotes regional economic exchanges. But at the same time, it also faces many difficulties in operation and management, how to improve the service quality of high-speed rail. The utilization rate of passengers and the profitability of high-speed rail are worth discussing and pondering. Therefore, it is of great theoretical and practical significance to study the relationship between service quality, passenger satisfaction and re-riding willingness. Based on the theory of service quality and customer satisfaction, this paper studies the relationship among service quality, passenger satisfaction and re-riding intention of Wu-Guang High Speed Railway (WHSR) by using a variety of analytical methods. This paper first expounds the theory of service quality, customer satisfaction and customer repeat purchase intention, and then, taking Wuguang high-speed railway as an example, tests the relevant hypotheses, such as service quality, customer satisfaction, passengers' willingness to travel again, and so on. Finally, the paper puts forward some countermeasures to improve the service quality and increase the passengers' willingness to ride again. The main conclusions of this paper are as follows: both the service quality and passenger satisfaction of Wu-Guang high-speed railway have a direct impact on passengers' willingness to ride again, and the service quality can also be mediated by passenger satisfaction. Among the five dimensions of service quality empathy and responsiveness have the most significant influence on passenger satisfaction. The innovation of this paper is mainly reflected in: through selecting the passengers of Wu-Guang high-speed railway as the research object, the paper makes an empirical analysis of the relationship among the service quality, passenger satisfaction and the willingness to ride again. This paper discusses the direct and indirect influence of five dimensions of service quality and passenger satisfaction on passengers' willingness to take a ride again. The results are in accordance with the actual situation, which enriches the research object and expands the research field.
【學(xué)位授予單位】：湘潭大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2012
【分類(lèi)號(hào)】：F274;F532.6

【參考文獻(xiàn)】

相關(guān)碩士學(xué)位論文 前6條

1 段娜;經(jīng)濟(jì)型酒店服務(wù)質(zhì)量對(duì)顧客重復(fù)購(gòu)買(mǎi)意圖影響的實(shí)證研究[D];遼寧大學(xué);2011年

2 易英;顧客參與與服務(wù)質(zhì)量、顧客滿(mǎn)意及行為意向的關(guān)系研究[D];浙江大學(xué);2006年

3 殷玉婷;服務(wù)補(bǔ)救與顧客再購(gòu)買(mǎi)意愿關(guān)系實(shí)證研究[D];湖南大學(xué);2007年

4 趙超超;服務(wù)質(zhì)量與顧客滿(mǎn)意度關(guān)系的實(shí)證研究[D];天津大學(xué);2007年

5 侯興起;服務(wù)質(zhì)量對(duì)顧客滿(mǎn)意與顧客忠誠(chéng)度的影響研究[D];山東大學(xué);2008年

6 辛文釗;餐飲業(yè)服務(wù)質(zhì)量對(duì)行為意向影響的實(shí)證研究[D];吉林大學(xué);2010年

本文編號(hào)：2129158