【摘要】：隨著經(jīng)濟(jì)的發(fā)展和生活水平的提高,人們對(duì)城市交通,尤其是常規(guī)公共交通服務(wù)質(zhì)量的要求也越來(lái)越高,如何為服務(wù)質(zhì)量制定出切實(shí)可行的整改措施,是目前公交運(yùn)營(yíng)和管理部門的一大難題。因此,研究公共交通服務(wù)滿意度測(cè)評(píng)理論和方法,對(duì)促進(jìn)城市公交的健康和良性發(fā)展,持續(xù)改進(jìn)公共交通服務(wù)質(zhì)量有重要理論意義和實(shí)際價(jià)值。本文主要是通過(guò)對(duì)深圳市深圳市公共汽車行業(yè)乘客、駕駛員(乘務(wù)員)雙滿意度狀況進(jìn)行測(cè)評(píng),通過(guò)進(jìn)行乘客和司乘人員的雙滿意度評(píng)價(jià),為深圳公交行業(yè)服務(wù)質(zhì)量的提升提出相關(guān)建議和對(duì)策。 首先,在國(guó)內(nèi)外研究的基礎(chǔ)上,總結(jié)了國(guó)內(nèi)外對(duì)公共汽車服務(wù)及提高服務(wù)水平的相關(guān)研究,闡述了論文的選題背景和研究意義,為本論文的研究奠定了理論基礎(chǔ),并提出了論文的研究?jī)?nèi)容和技術(shù)路線。 其次,分別對(duì)乘客和司乘人員的樣本量和調(diào)查方式進(jìn)行了闡述。探討建立深圳公交行業(yè)服務(wù)水平指標(biāo)體系的數(shù)據(jù)和研究方法,建立了乘客滿意度研究模型(費(fèi)耐爾模型)及評(píng)測(cè)指標(biāo)體系,司乘人員滿意度測(cè)評(píng)模型(包括對(duì)工作本身等五個(gè)方面輸入變量和三個(gè)方面輸出變量)及評(píng)測(cè)指標(biāo)體系。 最后,分別對(duì)深圳公交調(diào)查的乘客和司乘人員樣本進(jìn)行分析,從而得出不同分類的乘客和司乘人員的滿意度總體狀況,將得出的結(jié)果進(jìn)行滿意度評(píng)價(jià)。在對(duì)深圳市公交問(wèn)題形成原因進(jìn)行深入剖析的基礎(chǔ)上提出了提高深圳市公交服務(wù)質(zhì)量的研究策略。
[Abstract]:With the development of economy and the improvement of living standard, people have higher and higher demands on the quality of urban transportation, especially the service quality of conventional public transportation. Is the current public transport operation and management of a major problem. Therefore, it is of great theoretical and practical value to study the theory and method of public transport service satisfaction evaluation for promoting the healthy and healthy development of urban public transport and continuously improving the quality of public transport service. This article is mainly through the Shenzhen bus industry passenger, driver (flight attendants) double satisfaction status evaluation, through the passenger and crew double satisfaction evaluation, To improve the quality of public transport services in Shenzhen put forward relevant suggestions and countermeasures. First of all, on the basis of domestic and foreign research, summarized the domestic and foreign bus service and improve the service level of the relevant research, elaborated the background and research significance of the thesis, for the study of this paper laid a theoretical foundation. The research content and technical route of the thesis are also put forward. Secondly, the sample size and investigation methods of passengers and riders are expounded respectively. This paper discusses the data and research methods of establishing the index system of service level of public transport industry in Shenzhen, and establishes the research model of passenger satisfaction (Finell model) and the evaluation index system. The evaluation model of staff satisfaction (including five input variables and three output variables) and the evaluation index system. Finally, the sample of passengers and passengers in Shenzhen bus survey is analyzed, and the overall satisfaction of passengers and riders in different categories is obtained, and the results are evaluated. On the basis of deeply analyzing the causes of the public transport problem in Shenzhen, this paper puts forward some research strategies to improve the quality of public transport service in Shenzhen.
【學(xué)位授予單位】：大連海事大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2012
【分類號(hào)】：F572.88

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本文編號(hào)：2395165