基于京津城際客運(yùn)專線乘客二次選擇的滿意度調(diào)查分析
發(fā)布時(shí)間：2018-08-18 14:40
【摘要】：顧客滿意度的研究是最近的研究熱點(diǎn)之一。近年來，我國鐵路建設(shè)正如火如荼地展開，城際鐵路也步入了發(fā)展快車道。隨著滬寧高鐵、京津城際、廣深高鐵的相繼開通，城際鐵路對都市圈和城市帶區(qū)域經(jīng)濟(jì)的拉動效應(yīng)日益明顯。相比硬件建設(shè)，我國城際鐵路系統(tǒng)在軟件建設(shè)，特別是收益管理上存在缺失，而顧客滿意度的調(diào)查分析是收益管理所需基礎(chǔ)數(shù)據(jù)和基礎(chǔ)工作之一。 京津城際是高速鐵路的一種，，運(yùn)營模式為雙城模式，城際鐵路公交化特點(diǎn)明顯，同時(shí)城際鐵路面臨公路客運(yùn)有力的競爭。如何考慮車次間客流的轉(zhuǎn)移、隨到隨走的客流特性和公路的競爭，是城際鐵路收益管理的獨(dú)特背景。而目前京津城際在周末部分時(shí)段，特別是節(jié)假日高峰時(shí)段一票難求，運(yùn)力在技術(shù)上接近極限。如何盡量滿足客流高峰期的需求，保障京津城際的收益，提高競爭力，是當(dāng)前比較急迫的問題。如何有效提高候車乘客顧客滿意度，盡量減少乘客二次選擇發(fā)生的機(jī)會，吸引更多的客源，提高京津城際收益管理水平，這就是本文需要研究的內(nèi)容。 本文主要結(jié)論有: 提高運(yùn)力和購票環(huán)節(jié)是最需要改進(jìn)的。浮動票價(jià)是一個(gè)非常好的調(diào)節(jié)客流波峰和波谷的工具，是大勢所趨；12306手機(jī)客戶端推出后需進(jìn)一步升級服務(wù)水平。 候車乘客的滿意度還有一定提高空間，且所需成本并不高。 候車乘客的候車忍耐時(shí)限隨著候車環(huán)境的提升有提升的空間，目前大部分乘客的極限忍耐時(shí)限根據(jù)不同人群和出行目的，為1至3小時(shí)不等。 本文的創(chuàng)新之處主要有： 本文建立了候車乘客的滿意度理論模型，較為全面的考察了京津城際候車乘客的滿意度情況。 通過顧客調(diào)查后得到了的乘客的出行基本信息和顧客滿意度情況，通過分析影響城際列車候車乘客滿意度的的各種因素，對京津城際的服務(wù)改進(jìn)，提出具有一定指導(dǎo)性的建議和意見。
[Abstract]:The research of customer satisfaction is one of the hotspots of recent research. In recent years, China's railway construction is in full swing, intercity railway has also stepped into the development of fast track. With the opening of Shanghai-Nanjing high-speed railway, Beijing-Tianjin inter-city high-speed railway and Guangzhou-Shenzhen high-speed railway, the pulling effect of inter-city railway on the regional economy of metropolitan area and urban belt is becoming more and more obvious. Compared with hardware construction, China's inter-city railway system lacks of software construction, especially revenue management, and the investigation and analysis of customer satisfaction is one of the basic data and basic work needed for revenue management. Beijing-Tianjin inter-city railway is a kind of high-speed railway, the operation mode is two-city mode, the characteristics of intercity railway transit is obvious, at the same time, inter-city railway is faced with the competition of highway passenger transport. The unique background of inter-city railway revenue management is how to consider the transfer of passenger flow between trains, the characteristics of passenger flow and the competition of highways. At present, Beijing and Tianjin intercity in the weekend part time, especially the holiday peak time one vote is hard to obtain, the transportation capacity is near the limit technically. How to meet the demand of the peak period of passenger flow, to ensure the income between Beijing and Tianjin, and to improve the competitiveness are urgent problems at present. How to effectively improve the customer satisfaction of waiting passengers, reduce the opportunity of second choice, attract more passengers, and improve the level of income management between Beijing and Tianjin, this is the content of this paper. The main conclusions of this paper are: improve the capacity and ticket purchase link is the most need to improve. Floating fare is a very good tool to adjust the peak and trough of passenger flow. It is the trend of 12306 mobile phone client to further upgrade the service level. Passenger satisfaction also has some room to improve, and the cost is not high. The waiting time of waiting passengers can be improved with the improvement of waiting environment. At present, the limit endurance time of most passengers varies from one to three hours according to different crowd and travel purpose. The main innovations of this paper are as follows: this paper establishes a theoretical model of passenger satisfaction, and investigates the passenger satisfaction of Beijing-Tianjin intercity. The basic travel information and customer satisfaction of passengers obtained after customer investigation, through the analysis of various factors affecting passenger satisfaction of inter-city train waiting, improve the service of Beijing-Tianjin intercity. Put forward some guiding suggestions and opinions.
【學(xué)位授予單位】：清華大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2014
【分類號】：U293.1
本文編號：2189788
[Abstract]:The research of customer satisfaction is one of the hotspots of recent research. In recent years, China's railway construction is in full swing, intercity railway has also stepped into the development of fast track. With the opening of Shanghai-Nanjing high-speed railway, Beijing-Tianjin inter-city high-speed railway and Guangzhou-Shenzhen high-speed railway, the pulling effect of inter-city railway on the regional economy of metropolitan area and urban belt is becoming more and more obvious. Compared with hardware construction, China's inter-city railway system lacks of software construction, especially revenue management, and the investigation and analysis of customer satisfaction is one of the basic data and basic work needed for revenue management. Beijing-Tianjin inter-city railway is a kind of high-speed railway, the operation mode is two-city mode, the characteristics of intercity railway transit is obvious, at the same time, inter-city railway is faced with the competition of highway passenger transport. The unique background of inter-city railway revenue management is how to consider the transfer of passenger flow between trains, the characteristics of passenger flow and the competition of highways. At present, Beijing and Tianjin intercity in the weekend part time, especially the holiday peak time one vote is hard to obtain, the transportation capacity is near the limit technically. How to meet the demand of the peak period of passenger flow, to ensure the income between Beijing and Tianjin, and to improve the competitiveness are urgent problems at present. How to effectively improve the customer satisfaction of waiting passengers, reduce the opportunity of second choice, attract more passengers, and improve the level of income management between Beijing and Tianjin, this is the content of this paper. The main conclusions of this paper are: improve the capacity and ticket purchase link is the most need to improve. Floating fare is a very good tool to adjust the peak and trough of passenger flow. It is the trend of 12306 mobile phone client to further upgrade the service level. Passenger satisfaction also has some room to improve, and the cost is not high. The waiting time of waiting passengers can be improved with the improvement of waiting environment. At present, the limit endurance time of most passengers varies from one to three hours according to different crowd and travel purpose. The main innovations of this paper are as follows: this paper establishes a theoretical model of passenger satisfaction, and investigates the passenger satisfaction of Beijing-Tianjin intercity. The basic travel information and customer satisfaction of passengers obtained after customer investigation, through the analysis of various factors affecting passenger satisfaction of inter-city train waiting, improve the service of Beijing-Tianjin intercity. Put forward some guiding suggestions and opinions.
【學(xué)位授予單位】：清華大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2014
【分類號】：U293.1
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