【摘要】：本文從顧客的角度來研究城市軌道交通服務(wù)品質(zhì)與顧客滿意之間的關(guān)系,通過將研究成熟的服務(wù)品質(zhì)理論和顧客滿意理論引入到城市軌道交通中,分析影響顧客滿意的服務(wù)品質(zhì)各個因子及其作用機制,旨在提高軌道交通企業(yè)的服務(wù)品質(zhì)與顧客的滿意度。 文章在服務(wù)品質(zhì)和顧客滿意理論的基礎(chǔ)上,構(gòu)建了城市軌道交通服務(wù)品質(zhì)和顧客滿意的理論模型,提出了五個研究假設(shè),以北京和上海為調(diào)研地點,抽取了396份有效問卷。通過SPSS分析軟件,對調(diào)研數(shù)據(jù)進(jìn)行了描述性統(tǒng)計分析,進(jìn)而使用因子分析、回歸分析和獨立樣本T檢驗對研究假設(shè)進(jìn)行了驗證。 通過實證研究,得出結(jié)論如下： (1)城市軌道交通服務(wù)品質(zhì)包括有形性、可靠性、響應(yīng)性、保證性、關(guān)懷性和低廉性等六個因子,各因子對顧客滿意都有正向影響。 (2)城市軌道交通服務(wù)品質(zhì)對顧客滿意有正向影響,顧客滿意對顧客抱怨有負(fù)向影響,而顧客滿意對顧客忠誠有正向影響。 (3)顧客抱怨可以分為直接抱怨與非直接抱怨兩種,而直接抱怨的顧客對企業(yè)的滿意度和忠誠度更高；軌道交通企業(yè)對顧客抱怨的處理程度高低正向影響顧客對企業(yè)的滿意度和忠誠度。 (4)根據(jù)實證結(jié)果,給出了提高顧客滿意的具體實施措施,包括服務(wù)品質(zhì)六個因子的改善方法以及接受、處理顧客抱怨的具體措施等。
[Abstract]:In this paper, the relationship between service quality and customer satisfaction of urban rail transit is studied from the customer's point of view, and the mature service quality theory and customer satisfaction theory are introduced into the urban rail transit by studying the mature service quality theory and customer satisfaction theory. In order to improve the service quality and customer satisfaction of rail transit enterprises, the factors affecting customer satisfaction and their mechanism are analyzed. Based on the theory of service quality and customer satisfaction, this paper constructs a theoretical model of service quality and customer satisfaction of urban rail transit, puts forward five research hypotheses, and selects 396 valid questionnaires from Beijing and Shanghai. Through the SPSS analysis software, the research data are analyzed by descriptive statistics, and then the hypothesis is verified by factor analysis, regression analysis and independent sample T-test. The conclusions are as follows: (1) the service quality of urban rail transit includes six factors: tangible, reliability, responsiveness, assurance, solicitude and cheapness, and each factor has a positive effect on customer satisfaction. (2) the service quality of urban rail transit has a positive effect on customer satisfaction, customer satisfaction has a negative effect on customer complaints, and customer satisfaction has a positive effect on customer loyalty. (3) customer complaints can be divided into direct complaints and indirect complaints, while customers who complain directly have higher satisfaction and loyalty to the enterprises; The degree of customer complaint is positively affected by customer satisfaction and loyalty. (4) according to the empirical results, the concrete measures to improve customer satisfaction are given, including the improvement methods of six factors of service quality and the acceptance, and the concrete measures to deal with customer complaints.
【學(xué)位授予單位】：石家莊鐵道大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2013
【分類號】：F274;F572

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本文編號：2356606