本文關(guān)鍵詞： 旅客滿意度 公路客運服務(wù) 云理論 大數(shù)據(jù) 云計算 升維攻擊　出處：《長安大學(xué)》2015年碩士論文　論文類型：學(xué)位論文

【摘要】：隨著市場經(jīng)濟的發(fā)展,高速鐵路迎來了跨越式發(fā)展,同為陸上旅客運輸?shù)墓房瓦\因而受到了一定程度的影響。公路旅客運輸業(yè)作為我國傳統(tǒng)服務(wù)業(yè),在日趨競爭激烈的客運市場,應(yīng)盡快通過改進(jìn)自身服務(wù)質(zhì)量來提高旅客滿意度,從而保證在與其他運輸方式的的競爭中保持優(yōu)勢。如何及時了解旅客的感受和需求,找出公路客運服務(wù)中存在的不足,從而提高旅客滿意度,增加公路客運企業(yè)綜合競爭力,建立一套系統(tǒng)、可行、科學(xué)的公路客運服務(wù)旅客滿意度測評模型尤為重要。本文在分析現(xiàn)有滿意度測評模型基礎(chǔ)上,提出了基于云理論的公路客運服務(wù)旅客滿意度測評方法。首先對相關(guān)理論進(jìn)行研究。通過對公路客運服務(wù)理論的研究,明確了公路客運構(gòu)成要素,即:公路、客運站、客車、經(jīng)營主體、顧客、運管部門;以及公路客運服務(wù)內(nèi)涵及特性。而后,在介紹滿意度理論相關(guān)研究情況的基礎(chǔ)上,通過對現(xiàn)有滿意度測評模型進(jìn)行對比分析,考慮到現(xiàn)有模型在定性指標(biāo)定量表示方面存在不足,同時根據(jù)“升維攻擊”思想提出了基于云理論的公路客運服務(wù)滿意度測評模型。其次根據(jù)公路客運服務(wù)理論初步構(gòu)建了公路客運服務(wù)滿意度測評體系,為使得最終測評結(jié)果更加科學(xué)、準(zhǔn)確,對初步構(gòu)建的滿意度測評體系利用SPSS進(jìn)行因子分析來進(jìn)行指標(biāo)篩選,對篩選后的測評體系進(jìn)行信度檢驗,檢驗結(jié)果顯示滿意度測評體系總體信度α=0.837,符合信度要求。進(jìn)而根據(jù)云理論相關(guān)概念構(gòu)建了公路客運服務(wù)滿意度測評模型。首先根據(jù)云理論中虛擬概念樹這一理論對滿意度測評體系進(jìn)行云模型轉(zhuǎn)化;其次將滿意度分為5個等級并根據(jù)云的黃金分割法則確定滿意度云族(5個等級滿意度云)的數(shù)字特征;而后對調(diào)查獲得的旅客滿意度調(diào)查數(shù)據(jù)進(jìn)行數(shù)據(jù)處理使其具有大數(shù)據(jù)特點,從而獲得各二級評價指標(biāo)云族的最終數(shù)字特征,其所用模型主要為云雙向認(rèn)知模型及云更新模型,在級評價指標(biāo)權(quán)重確定方面采用基于云理論的主客觀權(quán)重確定法,在權(quán)重確定后根據(jù)云合成理論確定一級指標(biāo)及總體的滿意度云數(shù)字特征,最后通過正向云發(fā)生器生成滿意度云族圖和各待評價指標(biāo)云族圖,通過比對二維云圖間相似度得出公路客運服務(wù)最終滿意度測評結(jié)果。最后以杭州至縉云班線為例驗證了模型的可行性,測評結(jié)果顯示該條班線滿意度最終得分為61.969分,旅客滿意度等級為滿意。
[Abstract]:With the development of the market economy, the high-speed railway has ushered in the leap-forward development, and the road passenger transport, which is also the overland passenger transport, has been affected to a certain extent. The highway passenger transport industry is the traditional service industry of our country. In the increasingly competitive passenger transport market, we should improve their service quality as soon as possible to improve passenger satisfaction. In order to ensure that the competition with other modes of transport to maintain the advantage. How to understand the feelings and needs of passengers in time to find out the shortcomings of road passenger transport services to improve passenger satisfaction. It is very important to increase the comprehensive competitiveness of highway passenger transport enterprises and establish a set of system, feasible and scientific passenger satisfaction evaluation model. This paper analyzes the existing satisfaction evaluation model. This paper puts forward the evaluation method of passenger satisfaction of highway passenger transport service based on cloud theory. Firstly, this paper studies the relevant theories. Through the research on the theory of highway passenger transport service, it clarifies the constituent elements of highway passenger transport, that is, highway. Passenger station, bus, main business, customer, transportation management department; And the connotation and characteristics of highway passenger transport service. Then, on the basis of introducing the relevant research of satisfaction degree theory, through the existing satisfaction evaluation model to carry on the comparative analysis. Considering the shortcomings of the existing models in the quantitative representation of qualitative indicators. At the same time, according to the idea of "ascending dimension attack", the paper puts forward the evaluation model of highway passenger service satisfaction based on cloud theory. Secondly, it constructs the evaluation system of highway passenger transport service satisfaction according to the theory of highway passenger transport service. In order to make the final evaluation results more scientific and accurate, the initially constructed satisfaction evaluation system is screened by factor analysis using SPSS, and the reliability of the selected evaluation system is tested. The results showed that the overall reliability of the satisfaction evaluation system was 0.837. According to the cloud theory related concepts, the evaluation model of satisfaction degree of highway passenger transport service is constructed. Firstly, the cloud model of satisfaction evaluation system is transformed according to the theory of virtual concept tree in cloud theory. Secondly, the satisfaction degree is divided into five grades and the numerical characteristics of the satisfaction cloud family (five grade satisfaction clouds) are determined according to the golden rule of cloud segmentation. Then the passenger satisfaction survey data obtained by the survey data processing to make it have big data characteristics, so as to obtain the final numerical characteristics of each secondary evaluation index cloud. The models used are mainly cloud bidirectional cognitive model and cloud update model. The subjective and objective weight determination method based on cloud theory is used to determine the weight of index. After the weight is determined, the first level index and the total satisfaction cloud number characteristics are determined according to the cloud composition theory. Finally, the satisfaction cloud family map and each index cloud family map are generated by the forward cloud generator. By comparing the similarity between two-dimensional cloud maps to get the final satisfaction evaluation results of road passenger service. Finally, the feasibility of the model is verified by taking Hangzhou to Jinyun as an example. The result showed that the final score of satisfaction was 61.969, and the passenger satisfaction was satisfactory.
【學(xué)位授予單位】：長安大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2015
【分類號】：U492.4

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