發(fā)布時(shí)間：2018-07-24 19:41

【摘要】：地鐵作為城市基礎(chǔ)設(shè)施建設(shè),是城市經(jīng)濟(jì)實(shí)力的象征,對(duì)城市發(fā)展起到積極推動(dòng)作用。同時(shí)地鐵也是一種特殊的服務(wù)行業(yè),在提供服務(wù)的過(guò)程中必然會(huì)產(chǎn)生一系列問(wèn)題,成為乘客關(guān)注的焦點(diǎn)。對(duì)地鐵乘客滿意情況的評(píng)價(jià)對(duì)于地鐵公司的發(fā)展以及城市軌道交通服務(wù)行業(yè)的的整體運(yùn)營(yíng)有重要意義。首先,歸納總結(jié)乘客滿意度相關(guān)理論,并實(shí)地考察南昌地鐵運(yùn)營(yíng)服務(wù)現(xiàn)狀�？紤]到顧客滿意度是一種心理狀態(tài)和自我感受,對(duì)其進(jìn)行評(píng)價(jià)時(shí)具有多層次性和不確定性,故采用適合人們思維方式的模糊綜合評(píng)價(jià)法對(duì)地鐵乘客滿意度進(jìn)行整體定性定量分析。此外,選取滿意度重要性矩陣作為輔助工具,具體分析乘客滿意情況和需求,為地鐵服務(wù)改進(jìn)指明方向。其次,以中國(guó)顧客滿意度指數(shù)模型為基礎(chǔ),將模型中影響顧客滿意度的4個(gè)前提變量結(jié)合地鐵服務(wù)行業(yè)特性轉(zhuǎn)化為可觀測(cè)的9個(gè)主要因素,分別為導(dǎo)向指引、乘車(chē)環(huán)境、方便快捷、秩序與安全、設(shè)備設(shè)施、員工服務(wù)、票務(wù)服務(wù)、信息宣傳和商業(yè)配套。在此基礎(chǔ)上構(gòu)建乘客滿意度評(píng)價(jià)指標(biāo)體系,并選取李克特量表量化指標(biāo),采用層次分析法確定各級(jí)指標(biāo)權(quán)重。再次,秉承“以人為本”的理念。以乘客滿意為中心,從乘客自身和乘坐地鐵的感受兩方面設(shè)計(jì)調(diào)查問(wèn)卷。問(wèn)卷設(shè)計(jì)完成后先進(jìn)行預(yù)調(diào)查,根據(jù)預(yù)調(diào)查結(jié)果檢驗(yàn)問(wèn)卷可信度和有效性并完成問(wèn)卷修訂與完善。調(diào)查正式實(shí)施過(guò)程主要采用隨機(jī)攔截和訪談的方式,為提高調(diào)查效率,采用二維碼電子問(wèn)卷輔助調(diào)查。在問(wèn)卷回收后,對(duì)問(wèn)卷進(jìn)行篩選,剔除無(wú)效問(wèn)卷,保證數(shù)據(jù)的有效性。最后,以南昌地鐵1號(hào)線為實(shí)例,對(duì)地鐵乘客整體滿意度進(jìn)行評(píng)價(jià)。本文根據(jù)模糊綜合評(píng)價(jià)模型,通過(guò)一級(jí)、二級(jí)綜合模糊評(píng)價(jià)分析得到的結(jié)果顯示南昌市地鐵乘客滿意度級(jí)別為“比較滿意”,總體滿意度得分為3.88。在利用層次分析法確定權(quán)重時(shí)得到,對(duì)乘客滿意度影響較大的3個(gè)因素排序?yàn)?秩序與安全方便快捷導(dǎo)向指引。此外,結(jié)合滿意度重要性矩陣分析,目前急需改進(jìn)的因素為方便快捷性。具體指標(biāo)體現(xiàn)為首末班車(chē)時(shí)間設(shè)置、換乘其他交通工具便利性以及進(jìn)出站口的停車(chē)設(shè)施。最后,整理乘客不滿意的因素并提出針對(duì)性、建設(shè)性的建議。結(jié)合南昌地鐵服務(wù)的戰(zhàn)略目標(biāo)和實(shí)情,提出優(yōu)化地鐵乘客滿意度的的方法和策略。
[Abstract]:As a symbol of urban economic strength, subway plays an active role in urban development. At the same time, subway is also a special service industry, in the process of providing services will inevitably produce a series of problems, become the focus of attention of passengers. The evaluation of subway passenger satisfaction is of great significance to the development of metro company and the overall operation of urban rail transit service industry. First of all, summarizes the passenger satisfaction theory, and field inspection of Nanchang subway operation and service status. Considering that customer satisfaction is a state of mind and a feeling of self, and that its evaluation is multilayered and uncertain, Therefore, the fuzzy comprehensive evaluation method suitable for people's thinking mode is used to analyze the overall satisfaction degree of subway passengers qualitatively and quantitatively. In addition, the importance matrix of satisfaction degree is selected as the assistant tool to analyze the passenger satisfaction and demand in order to point out the direction for the improvement of subway service. Secondly, based on the Chinese customer satisfaction index model, the four premise variables of the model, combined with the characteristics of the subway service industry, are transformed into nine main observable factors, respectively, which are the guiding guide and the driving environment. Convenience, order and security, facilities, staff services, ticketing services, information promotion and commercial support. On this basis, the evaluation index system of passenger satisfaction is constructed, and the quantitative index of Likert scale is selected, and the weight of index at all levels is determined by analytic hierarchy process (AHP). Thirdly, adhering to the concept of "people-oriented". Taking passenger satisfaction as the center, the questionnaire is designed from two aspects: the passengers themselves and the feeling of taking the subway. After the design of the questionnaire is completed, the reliability and effectiveness of the questionnaire are tested according to the results of the preliminary survey, and the questionnaire is revised and perfected. In order to improve the efficiency of the investigation, the electronic questionnaire is used to assist the investigation. After the questionnaire is collected, the questionnaire is screened, and the invalid questionnaire is eliminated to ensure the validity of the data. Finally, taking Nanchang Metro Line 1 as an example, the overall satisfaction of subway passengers is evaluated. According to the fuzzy comprehensive evaluation model, the result of the first and second grade comprehensive fuzzy evaluation analysis shows that the satisfaction degree of subway passengers in Nanchang is "relatively satisfactory", and the overall satisfaction score is 3.88. When using AHP to determine the weight, the order of three factors which have a great influence on passenger satisfaction is: the guidance of order and safety, convenience and shortcut. In addition, considering the importance matrix of satisfaction degree, convenience and rapidity are urgently needed to be improved. The specific indicators are the timing of the first and last bus, the convenience of other means of transportation and the parking facilities at the exit. Finally, collate passenger dissatisfied factor and put forward pertinence, constructive suggestion. Combined with the strategic goal and reality of Nanchang metro service, the paper puts forward the methods and strategies to optimize the satisfaction of subway passengers.
【學(xué)位授予單位】：江西財(cái)經(jīng)大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2017
【分類(lèi)號(hào)】：C912.6

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