影響天津市軌道交通公眾滿意度的因素研究
發(fā)布時間：2018-10-11 12:09
【摘要】：城市軌道交通作為大中型城市居民的主要出行工具,為公眾提供最基本的出行服務。新公共管理思潮和服務型政府的建設均要求公共服務必須以公眾滿意為導向。供給側(cè)改革的提出亦是要求城市軌道交通提供的服務要迎合公眾需求,達到公眾滿意。所以,本文將滿意度理論和服務劇場理論引入影響城市軌道交通公眾滿意度的因素研究,通過實證調(diào)查準確獲取影響公眾滿意度的重要影響因素,并提出針對性有效改善建議。本文借鑒了美國顧客滿意度指數(shù)模型(ACSI)的模型框架,沿用了中國顧客滿意度指數(shù)模型(CCSI)的衍生變量——顧客忠誠,在ACSI和CCSI的基礎上構建了天津市軌道交通公眾滿意度模型(RTPSI)。天津市軌道交通公眾滿意度模型(RTPSI)共包括五個變量:公眾期望、感知質(zhì)量、感知價值、公眾滿意、公眾忠誠。感知質(zhì)量下分四個維度由服務劇場理論的四個維度轉(zhuǎn)換而來,包括:乘客配合度、服務人員、列車服務、場所設施。本文依照假設模型和理論分析得出的影響天津市軌道交通的主要因素構建了調(diào)查量表,對預調(diào)查量表進行信度分析、探索性因子分析,得到修正后的正式調(diào)查量表。采用結構方程的定量分析法對正式調(diào)查數(shù)據(jù)進行驗證性因子分析,修正天津市軌道交通公眾滿意度模型(RTPSI)。實證研究結果顯示:公眾期望、感知質(zhì)量、感知價值均顯著正影響公眾滿意;公眾期望顯著正影響感知質(zhì)量、感知價值;感知質(zhì)量顯著正影響感知價值;公眾滿意顯著正影響公眾忠誠。本文以結構方程模型的實證結論為依據(jù),針對影響公眾滿意的因素提出了有益于提高天津市軌道交通公眾滿意度的管理措施,包括充分了解公眾需求,使服務供給與公眾需求相匹配;提高服務性價比。運用重要性-滿意度的四分圖具體分析了感知質(zhì)量下屬四個維度具體急需改進的方面,包括加強秩序管理;提高員工服務意識;因地因時制宜的改善列車運營管理;改善站內(nèi)自動售票機、檢票閘機等硬件設施。
[Abstract]:As the main travel tool for the residents of large and medium-sized cities, urban rail transit provides the most basic travel services for the public. The trend of new public management and the construction of service-oriented government require that public service should be oriented to public satisfaction. The proposal of supply-side reform also requires the services provided by urban rail transit to meet the needs of the public and achieve public satisfaction. Therefore, this paper introduces the theory of satisfaction and the theory of service theater into the study of the factors that affect the public satisfaction of urban rail transit, obtains the important factors that affect the public satisfaction accurately through the empirical investigation, and puts forward some effective suggestions for improving the public satisfaction. Based on the model framework of American customer satisfaction index model (ACSI) and the derivative variable of Chinese customer satisfaction index model (CCSI), customer loyalty, this paper constructs the public satisfaction model (RTPSI). Of Tianjin rail transit based on ACSI and CCSI. Tianjin Mass Transit Public satisfaction Model (RTPSI) includes five variables: public expectation, perceived quality, perceived value, public satisfaction and public loyalty. The perceived quality is divided into four dimensions, which are transformed by the four dimensions of service theater theory, including passenger cooperation, service personnel, train service, and venue facilities. According to the hypothetical model and the theoretical analysis, this paper constructs the investigation scale, analyzes the reliability and exploratory factor analysis of the pre-investigation scale, and obtains the revised formal investigation scale. The quantitative analysis method of structural equation is used to validate the formal survey data, and the public satisfaction model of Tianjin Rail Transit (RTPSI).) is revised. The empirical results show that: public expectations, perceived quality, perceived value are significantly positive impact on public satisfaction, public expectations significantly positive impact on perceived quality, perceived value, perceived quality significantly positive impact on perceived value; Public satisfaction is significantly affecting public loyalty. Based on the empirical conclusion of the structural equation model, this paper puts forward some management measures to improve the public satisfaction of Tianjin rail transit, including fully understanding the public demand, aiming at the factors that affect public satisfaction. To match the service supply with the public demand; to improve the cost-performance ratio of the service. Using the quadrilateral diagram of importance-satisfaction, the paper analyzes the four dimensions of perceived quality that need to be improved, including strengthening order management, improving staff's service consciousness, improving train operation management according to local conditions. Improve the station automatic ticket machine, ticket gate and other hardware facilities.
【學位授予單位】：天津商業(yè)大學
【學位級別】：碩士
【學位授予年份】：2017
【分類號】：C912.6
本文編號：2264141
[Abstract]:As the main travel tool for the residents of large and medium-sized cities, urban rail transit provides the most basic travel services for the public. The trend of new public management and the construction of service-oriented government require that public service should be oriented to public satisfaction. The proposal of supply-side reform also requires the services provided by urban rail transit to meet the needs of the public and achieve public satisfaction. Therefore, this paper introduces the theory of satisfaction and the theory of service theater into the study of the factors that affect the public satisfaction of urban rail transit, obtains the important factors that affect the public satisfaction accurately through the empirical investigation, and puts forward some effective suggestions for improving the public satisfaction. Based on the model framework of American customer satisfaction index model (ACSI) and the derivative variable of Chinese customer satisfaction index model (CCSI), customer loyalty, this paper constructs the public satisfaction model (RTPSI). Of Tianjin rail transit based on ACSI and CCSI. Tianjin Mass Transit Public satisfaction Model (RTPSI) includes five variables: public expectation, perceived quality, perceived value, public satisfaction and public loyalty. The perceived quality is divided into four dimensions, which are transformed by the four dimensions of service theater theory, including passenger cooperation, service personnel, train service, and venue facilities. According to the hypothetical model and the theoretical analysis, this paper constructs the investigation scale, analyzes the reliability and exploratory factor analysis of the pre-investigation scale, and obtains the revised formal investigation scale. The quantitative analysis method of structural equation is used to validate the formal survey data, and the public satisfaction model of Tianjin Rail Transit (RTPSI).) is revised. The empirical results show that: public expectations, perceived quality, perceived value are significantly positive impact on public satisfaction, public expectations significantly positive impact on perceived quality, perceived value, perceived quality significantly positive impact on perceived value; Public satisfaction is significantly affecting public loyalty. Based on the empirical conclusion of the structural equation model, this paper puts forward some management measures to improve the public satisfaction of Tianjin rail transit, including fully understanding the public demand, aiming at the factors that affect public satisfaction. To match the service supply with the public demand; to improve the cost-performance ratio of the service. Using the quadrilateral diagram of importance-satisfaction, the paper analyzes the four dimensions of perceived quality that need to be improved, including strengthening order management, improving staff's service consciousness, improving train operation management according to local conditions. Improve the station automatic ticket machine, ticket gate and other hardware facilities.
【學位授予單位】：天津商業(yè)大學
【學位級別】：碩士
【學位授予年份】：2017
【分類號】：C912.6
【參考文獻】
相關期刊論文 前10條
1 劉斌;周少雄;;武漢軌道交通運營服務質(zhì)量評估及提升對策[J];都市快軌交通;2017年01期
2 姬生翔;姜流;;社會地位、政府角色認知與公共服務滿意度——基于CGSS2013的結構方程分析[J];軟科學;2017年01期
3 馮菲;鐘楊;;中國城市公共服務公眾滿意度的影響因素探析——基于10個城市公眾滿意度的調(diào)查[J];上海行政學院學報;2016年02期
4 柏豪;蔡禮彬;;基于服務劇場理論的民族節(jié)慶活動真實性研究[J];西北民族大學學報(哲學社會科學版);2015年03期
5 紀江明;;中心城市社會保障公眾滿意度及其影響因素研究——基于“2012新加坡連氏中國城市公共服務質(zhì)量調(diào)查”的實證分析[J];中共浙江省委黨校學報;2015年03期
6 彭金栓;賀建煒;邵毅明;陳堅;;考慮復合權重的城軌乘客滿意度測評[J];重慶交通大學學報(自然科學版);2016年02期
7 周川盛;解麗潔;連政;杜蒙;李曉陽;施三支;;長春市軌道交通換乘站設施滿意度調(diào)查及統(tǒng)計分析[J];長春理工大學學報(自然科學版);2015年02期
8 朱順應;吳俁;王紅;陳菲菲;;軌道交通乘客滿意度不確定性預測與分析[J];重慶交通大學學報(自然科學版);2015年06期
9 尹聰聰;蒲琪;李素瑩;;基于乘客感知的城市軌道交通客運服務質(zhì)量評價指標研究[J];城市軌道交通研究;2014年06期
10 張正慧;鄧國勇;;服務劇場理論視角下的圖書館服務接觸改進策略[J];圖書館研究;2014年02期
相關碩士學位論文 前2條
1 孫雪;基于PLS的城市軌道交通乘客滿意度研究[D];北京交通大學;2013年
2 張雙;地鐵乘客滿意度評價體系研究[D];長安大學;2008年
，本文編號：2264141
本文鏈接：http://sikaile.net/shekelunwen/shgj/2264141.html
最近更新
教材專著
