旅客综合运输服务水平评价模型构建研究

发布时间：2019-07-06 19:15

【摘要】：发展旅客综合运输服务已经是我国交通运输业发展的必然趋势。为了确保旅客综合运输服务可以快速、持续、健康发展,准确地认识和把握旅客综合运输服务水平,进一步发现旅客综合运输服务在发展过程中的问题,使用科学的模型评价旅客综合运输服务水平是旅客综合运输发展的关键。而现有的模型大多从单一运输方式或综合枢纽进行评价,评价方法选取大都较简单,缺乏一定说服力,并且无法用它准确评价旅客综合运输服务水平。因此,论文以构建科学、有效的旅客综合运输服务评价模型为目标,以期对旅客综合运输服务水平做出科学评价。论文首先对旅客综合运输服务内涵及特点、评价难点和应考虑的因素进行分析,通过多种定性方法和定量方法的对比分析,选择CSI模型作为评价模型。依照旅客综合运输服务特点改进CSI模型,建立旅客综合运输服务水平评价(CTS-PSI)初始模型,从车站服务感知、换乘服务感知、车上服务感知、旅客感知价值、旅客满意度、旅客忠诚、旅客抱怨7个维度考量;其次,依照模型构建指标体系和确定指标权重,如果通过科学性检验,则建立旅客综合运输服务水平评价模型,否则返回修改;最后,以陕西省为例进行了实证分析,验证了数据和评价模型的科学性和有效性,用层次分析法(AHP)确定一级指标权重,用客观赋值法确定二、三级指标权重,计算陕西省旅客综合运输服务满意度指数,并用重要性-绩效分析法对评价指标进行分析,得出评价结果。研究发现,CTS-PSI模型具有科学性和有效性,能够准确评价旅客综合运输服务水平。实证结果表明陕西省旅客综合运输服务满意度指数为3.35,处于一般满意和比较满意之间,还有很大的提升空间。应当努力从提升换乘便捷性、提高车站员工服务水平、提升发生安全问题的处理速度、提高车载媒体可用性这四个方面着手提升陕西省旅客综合运输服务水平。
文内图片：

图片说明：车站服务感知旅客满意情况
[Abstract]:The development of passenger integrated transport service has become the inevitable trend of the development of transportation industry in our country. In order to ensure the rapid, sustainable and healthy development of passenger integrated transport service, accurately understand and grasp the level of passenger integrated transport service, and further find out the problems in the development of passenger integrated transport service, the use of scientific model to evaluate the level of passenger integrated transport service is the key to the development of passenger integrated transport. However, most of the existing models are evaluated from a single mode of transportation or a comprehensive hub, and most of the evaluation methods are simple, lack of persuasion, and can not be used to accurately evaluate the level of integrated passenger transport services. Therefore, the goal of this paper is to construct a scientific and effective evaluation model of passenger integrated transport service, in order to make a scientific evaluation of passenger integrated transport service level. Firstly, this paper analyzes the connotation and characteristics of passenger integrated transport service, the difficulties of evaluation and the factors that should be considered. Through the comparative analysis of various qualitative and quantitative methods, the CSI model is selected as the evaluation model. According to the characteristics of integrated passenger transport service, the CSI model is improved, and the initial model of integrated passenger transport service level evaluation (CTS-PSI) is established, which is considered from seven dimensions: station service perception, transfer service perception, vehicle service perception, passenger perceived value, passenger satisfaction, passenger loyalty and passenger complaint. Secondly, according to the model to construct the index system and determine the index weight, if pass the scientific test, then establish the passenger comprehensive transport service level evaluation model, otherwise return to modify; Finally, taking Shaanxi Province as an example, the scientific and effective data and evaluation model are verified. The first index weight is determined by analytic hierarchy process (AHP), the second and third index weights are determined by objective assignment method, the comprehensive passenger transport service satisfaction index in Shaanxi Province is calculated, and the evaluation index is analyzed by importance performance analysis method, and the evaluation results are obtained. It is found that the CTS-PSI model is scientific and effective, and can accurately evaluate the comprehensive passenger transport service level. The empirical results show that the satisfaction index of comprehensive passenger transport service in Shaanxi Province is 3.35, which is between general satisfaction and relatively satisfactory, and there is still a lot of room for improvement. Efforts should be made to improve the comprehensive passenger transport service level in Shaanxi Province from four aspects: improving the convenience of transfer, improving the service level of station staff, improving the speed of dealing with safety problems, and improving the availability of on-board media.
【学位授予单位】：长安大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：U111

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