發(fā)布時(shí)間：2021-11-28 02:14

　　本文旨在通過公共交通（PT）和我們的案例中的阿爾及爾地鐵提高對客戶滿意度因素的理解。該方法為以前的研究提供了相關(guān)的貢獻(xiàn),因?yàn)樗怀隽诉\(yùn)輸系統(tǒng)中乘客滿意度的水平和組成之間復(fù)雜的相互作用。如今,客戶滿意度已成為所有企業(yè)的戰(zhàn)略問題。為了滿足客戶,首要的重點(diǎn)是確定他的期望和需求。滿意度調(diào)查是可以幫助完成這項(xiàng)任務(wù)的最重要工具之一。他們不僅測量客戶對公司提供的產(chǎn)品和服務(wù)的滿意度,而且還確定他們的需求,以便公司能夠更好地回應(yīng)他們。為了有效,客戶研究必須符合一些不斷增長的規(guī)則。因此,鑒于考慮到各種各樣的問題,阿爾及爾地鐵乘客的滿意度調(diào)查旨在評估地鐵公司客戶的滿意度。阿爾及爾,然后嘗試找出可能對后者的滿意度產(chǎn)生負(fù)面影響并可能導(dǎo)致客戶流失的差距和缺陷。在這個(gè)方向上,我們進(jìn)行了一項(xiàng)滿意度調(diào)查,該調(diào)查將依靠向500名阿爾及爾地鐵乘客提供的調(diào)查問卷來查明他們對這種運(yùn)輸方式提供的服務(wù)的滿意程度。隨后,問卷中獲得的數(shù)據(jù)將以表格的形式呈現(xiàn),下一步將對這些數(shù)據(jù)進(jìn)行分析,以便提出建議和結(jié)論,以提高服務(wù)質(zhì)量并滿足乘客的需求。在收集這項(xiàng)滿意度調(diào)查的數(shù)據(jù)后,選擇交叉列表法分析不同的定量和定性變量,以測試后者的獨(dú)立性。在開始交叉... 

【文章來源】：北京交通大學(xué)北京市 211工程院校 教育部直屬院校

【文章頁數(shù)】：88 頁

【學(xué)位級別】：碩士

【文章目錄】：
Acknowledgement
Abstract
抽象
Preface
List of acronyms
1. Introduction
    1.1. Background
    1.2. Motivation and Objective of the Research
    1.3. Scope of the Research
    1.4. Significance of the Research
2. Literature Review
    2.1. General Review
    2.2 Expected Outcome
3. Background of Urban Transport in Algiers
    3.1 Current Situation of Urban Public Transport in the City of Algiers
    3.2 Presentation of the Algiers Subway
    3.3 Analysis of Displacements by Algiers Subway
    3.4 Conclusion
4. Satisfaction Survey
    4.1 Presentation of the Algiers subway Satisfaction Survey
        4.1.1 Definitions and Concepts
        4.1.2 Objectives of the Satisfaction Survey
    4.2 Methodology Used for the Satisfaction Survey
        4.2.1 Preparation of the Survey
        4.2.2 Conduct of the Survey
    4.3 Conclusion
5. Statistical Results of Algiers Passengers Satisfaction Survey
    5.1 Demographical Characteristics of the Sample
    5.2 Analysis and Results of the Survey
        5.2.1 Satisfaction at the stations
        5.2.2 Satisfaction in the subway
        5.2.3 Satisfaction with the Subway Operation
    5.3 Summary of Passengers' Opinions in Order of Very Satisfied
    5.4 Conclusion
6. Cross Analysis of Algiers Subway Satisfaction Survey
    6.1 Definition and Coding Strategy
    6.2 Methodology
    6.3 Test Results for the Survey Variables
7. Conclusion and Recommendations
    7.1 Conclusion
    7.2 Recommendations
    7.3 Future Works
References
Appendix
Declaration of Originality
Dataset for the Master's Thesis



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