本文關鍵詞：基于政府監(jiān)管的鐵路旅客運輸服務質量綜合評價體系與方法研究　出處：《北京交通大學》2016年博士論文　論文類型：學位論文

  更多相關文章： 鐵路 旅客運輸 服務質量 綜合評價

【摘要】：由于鐵路旅客運輸?shù)膹碗s性和網(wǎng)絡性特征,對鐵路旅客運輸服務質量的綜合評價是一項極為復雜的工作。鐵路旅客運輸服務質量綜合評價是對一定時期鐵路旅客運輸狀態(tài)判斷結果的描述,判斷包括分析處理過程、監(jiān)督管理效果、政策措施的影響等。鐵路旅客運輸服務質量綜合評價最基本的目的就是促進鐵路旅客運輸?shù)慕】蛋l(fā)展,基本要求是有效、可行、規(guī)范、準確、客觀、公平。本文以政府對鐵路行業(yè)的監(jiān)管職責為基本出發(fā)點,以鐵路旅客運輸服務質量為研究對象,以綜合評價體系和方法為研究目標,由鐵路旅客運輸服務質量綜合評價的需求分析入手,分別從綜合評價基礎理論、綜合評價體系、綜合評價指標、綜合評價實施方案與實證分析等方面進行建模分析,研究內容層層遞進,構成一個點、線、面的研究結構。本論文的主要研究內容包括:(1)鐵路旅客運輸服務質量綜合評價的需求分析。由鐵路旅客運輸服務質量綜合評價的關鍵因素入手,分別從社會需求、目標需求和業(yè)務邏輯需求三個方面對綜合評價需求進行分析。(2)鐵路旅客運輸服務質量綜合評價基礎理論研究。從鐵路旅客運輸服務質量的評價對象入手,分析了鐵路旅客運輸服務質量綜合評價的理論基礎,確定了綜合評價指標權數(shù)計算模型,闡述了鐵路旅客運輸服務質量綜合評價的方法選擇,提出了對開展鐵路旅客運輸服務質量綜合評價的初步設想。(3)鐵路旅客運輸服務質量綜合評價體系研究。借鑒產(chǎn)業(yè)發(fā)展理論,構建鐵路旅客運輸服務質量綜合評價參考模型,結合綜合評價目標,提出由運輸條件、運輸市場、運輸產(chǎn)出、運輸與經(jīng)濟、運輸安全、資源與環(huán)境、研究與開發(fā)7部分組成的綜合評價體系框架。(4)鐵路旅客運輸服務質量綜合評價指標研究。在鐵路旅客運輸服務質量綜合評價體系框架的基礎上,根據(jù)指標的作用和選取原則,確定了綜合評價體系7個組成部分所對應的42個具體評價指標,并按評價指標的不同,提出采取結構百分點、比重百分點、直接取值3種方式給評價指標賦值。(5)鐵路旅客運輸服務質量綜合評價方案研究。從綜合評價技術入手,對綜合評價的功能需求、邏輯結構和架構模式進行分析,設計了鐵路旅客運輸服務質量綜合評價方案,并以"旅客滿意度"指標為例進行實證分析,進一步論證了本文研究的鐵路旅客運輸服務質量綜合評價方案的可行性。
[Abstract]:Due to the complexity and network characteristics of railway passenger transport, the comprehensive evaluation of railway passenger transport service quality is a very complex work. The comprehensive evaluation of railway passenger transport service quality is a description of the judging results of railway passenger transport in a certain period, including the analysis and processing process, the effect of supervision and management, and the influence of policy and measures. The basic purpose of comprehensive evaluation of railway passenger transport service quality is to promote the healthy development of railway passenger transport. The basic requirements are effective, feasible, standard, accurate, objective and fair. In this paper, the government supervision of the railway industry as the basic starting point, the railway passenger transport service quality as the research object, the comprehensive evaluation system and method as the research object, by the comprehensive evaluation of service quality of railway passenger transport demand analysis, comprehensive evaluation based respectively from the comprehensive evaluation theory, system, comprehensive evaluation index, comprehensive evaluation the implementation scheme and empirical analysis and other aspects of modeling and analysis, the research content of progressive layers, constitute a point, line, surface structure. The main contents of this paper are as follows: (1) the demand analysis of the comprehensive evaluation of railway passenger transport service quality. Starting from the key factors of comprehensive evaluation of railway passenger transport service quality, this paper analyzes the needs of comprehensive evaluation from three aspects: social demand, objective demand and business logic demand. (2) research on the basic theory of comprehensive evaluation of railway passenger transport service quality. Starting from the railway passenger transport service quality evaluation object, analyzes the theoretical basis of comprehensive evaluation of railway passenger transport service quality, set up comprehensive evaluation index weight calculation model, introduces the comprehensive evaluation method of railway passenger transport service quality, put forward the tentative plan for carrying out a comprehensive evaluation of railway passenger transport service quality. (3) research on comprehensive evaluation system of railway passenger transport service quality. From the theory of industrial development, the comprehensive evaluation of railway passenger transport service quality to construct the reference model, combined with the comprehensive evaluation target, put forward by the conditions of transport, transport market, transport, transportation and economic output, transportation safety, resources and environment, the research and development of the 7 part of a comprehensive evaluation system framework. (4) research on comprehensive evaluation index of railway passenger transport service quality. In the framework of comprehensive evaluation system of railway passenger transport service quality, according to the index function and the selection principle, set up comprehensive evaluation system of 7 components corresponding to the 42 specific evaluation index and evaluation index, according to the different points, puts forward the structure than the heavy percentage, 3 ways to direct the value evaluation index assignment. (5) research on comprehensive evaluation of railway passenger transport service quality. Starting from the comprehensive evaluation technology, analyzes the logical structure and framework of comprehensive evaluation, functional requirements, design the comprehensive evaluation of service quality of railway passenger transport scheme, and the "passenger satisfaction index" as an example, further demonstrates the feasibility of the comprehensive evaluation of railway passenger transport service quality research program.
【學位授予單位】：北京交通大學
【學位級別】：博士
【學位授予年份】：2016
【分類號】：F532;U293.1
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本文編號：1346329