【摘要】：隨著乘客對(duì)地鐵運(yùn)營(yíng)服務(wù)的不斷關(guān)注，乘客對(duì)運(yùn)營(yíng)服務(wù)質(zhì)量要求日益提高。對(duì)于地鐵運(yùn)營(yíng)企業(yè)而言，乘客不僅是地鐵服務(wù)的對(duì)象，更是企業(yè)的利潤(rùn)源泉，乘客對(duì)地鐵服務(wù)質(zhì)量的滿意程度就顯得至關(guān)重要。只有以乘客為焦點(diǎn)，大力關(guān)注乘客滿意度，樹(shù)立乘客至上服務(wù)意識(shí)，地鐵才能有效實(shí)現(xiàn)科學(xué)可持續(xù)發(fā)展。如何提高地鐵乘客滿意程度，及時(shí)了解乘客需求和感受，找出地鐵服務(wù)缺陷及改進(jìn)措施，使地鐵運(yùn)營(yíng)企業(yè)立足于城市客運(yùn)市場(chǎng)，最大限度的吸引客流、增加效益，實(shí)現(xiàn)提升服務(wù)品質(zhì)、增強(qiáng)市場(chǎng)競(jìng)爭(zhēng)力、打造地鐵品牌、創(chuàng)造一流企業(yè)的目標(biāo)，建立一套科學(xué)合理、全面系統(tǒng)、切實(shí)可行、容易操作的地鐵乘客滿意度評(píng)價(jià)體系成為當(dāng)務(wù)之急。 本文將顧客滿意度理論運(yùn)用于地鐵行業(yè)，從顧客滿意度的涵義入手，對(duì)顧客滿意度及顧客滿意度指數(shù)、模型進(jìn)行了理論分析，并以中國(guó)顧客滿意度指數(shù)（CCSI）模型為基礎(chǔ)，利用定性研究方法，構(gòu)建了地鐵乘客滿意度指數(shù)（MPSI）模型，根據(jù)模型建立全面、完整、科學(xué)、有效的地鐵乘客滿意度評(píng)價(jià)體系；基于地鐵乘客滿意度模型、評(píng)價(jià)指標(biāo)體系，設(shè)計(jì)了地鐵乘客滿意度調(diào)查方案，并通過(guò)問(wèn)卷調(diào)查法，對(duì)T市地鐵組織實(shí)施乘客滿意度調(diào)查，借助SPSS20.0統(tǒng)計(jì)軟件，使用定量研究方法對(duì)調(diào)查數(shù)據(jù)進(jìn)行可靠性和合理性分析，運(yùn)用結(jié)構(gòu)方程模型方法和優(yōu)先改進(jìn)分析方法得到滿意度評(píng)價(jià)結(jié)果和優(yōu)先改進(jìn)方向及相關(guān)措施。通過(guò)定量與定性分析相結(jié)合的方法和對(duì)具體問(wèn)題的實(shí)證研究，提出了有針對(duì)性、建設(shè)性改進(jìn)建議。
[Abstract]:With the continuous attention of the passengers to the subway operation service, the passenger demand for the operation service quality is increasing day by day. For subway operation enterprises, passengers are not only the object of subway service, but also the profit source of enterprises. The satisfaction of passengers to the quality of subway service is very important. Only take the passenger as the focus, pay great attention to the passenger satisfaction, establish the passenger first service consciousness, the subway can realize the scientific sustainable development effectively. How to improve the satisfaction of subway passengers, understand the needs and feelings of passengers in time, find out the defects of subway service and improve the measures, so that subway operators can base themselves on the city passenger transport market, attract passenger flow to the maximum extent, and increase the efficiency. It is urgent to achieve the goal of improving service quality, enhancing market competitiveness, building subway brand, creating first-class enterprise, and establishing a scientific, reasonable, comprehensive, feasible and easy to operate subway passenger satisfaction evaluation system. This paper applies the theory of customer satisfaction to the subway industry, starting with the meaning of customer satisfaction, analyzes the model of customer satisfaction and customer satisfaction index, and based on the (CCSI) model of Chinese customer satisfaction index. The (MPSI) model of subway passenger satisfaction index is constructed by using qualitative research method. According to the model, a comprehensive, complete, scientific and effective evaluation system of subway passenger satisfaction is established. Based on the model of subway passenger satisfaction and the evaluation index system, this paper designs the scheme of subway passenger satisfaction investigation, and carries out the passenger satisfaction survey on T city subway organization by means of questionnaire survey, with the help of SPSS20.0 statistical software. The reliability and reasonableness of the survey data are analyzed by using quantitative research method, and the satisfaction evaluation results, priority improvement direction and relevant measures are obtained by using structural equation model method and priority improved analysis method. Through the combination of quantitative and qualitative analysis and empirical research on specific problems, some suggestions for improvement are put forward.
【學(xué)位授予單位】：天津大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2012
【分類號(hào)】：F572;F224

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相關(guān)期刊論文 前7條

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本文編號(hào)：2366718