高速铁路客运车站服务方案优化及评估方法研究

发布时间：2018-02-26 16:20

本文关键词： 旅客需求旅客服务方案 QFD(质量功能配置) SERVERUAL评价　出处：《北京交通大学》2012年硕士论文　论文类型：学位论文

【摘要】：考虑到旅客需求对客运站旅客服务方案设计的影响程度,现有的铁路客运站旅客服务方案还不能满足旅客对交通出行的各种需求,这在很大程度上限制了铁路运输的市场竞争力。因此,铁路客运站服务方案的优化设计极具现实意义,评价方法的研究对于铁路运输企业提高其客运服务质量具有重要作用。本文的研究是基于旅客对车站服务的各种出行需求情况,采用QFD质量功能配置方法进行服务方案的优化设计,并细化服务方案设计的各个阶段,在质量屋的设计中综合铁路客运站的各种服务要素,并以旅客满意度为基础,以提高服务的市场竞争力为前提,构建服务质量评估体系,并用SERVERUAL方法对车站服务体系进行服务质量评估。服务需求分析中,首先对各种服务要素进行选择性归类分析,并就对旅客服务影响力大小进行模糊性归类,求出多个服务要素的最优方案。论文的实例分析验证了本文理论方法的可行性和有效性。服务方案设计中,着重对服务需求与服务要素的质量屋设计,以服务方案所表现的市场竞争力和技术竞争力为依据,分析服务要素的改进方向和优化方案,从而构建高速铁路客运站旅客服务体系。最后,旅客服务评价中,基于旅客服务的五类基本需求与20个主要车站服务要素指标,利用改进后的SERVQUAL方法对铁路客运站服务质量进行评价,分别得出服务质量感知值、服务质量期望值和可接受服务质量值,并通过差值分析和权重计算得出旅客服务信息分布和服务方案的优化改进方向。利用四分图模型将旅客服务要素进行区域划分,找出旅客服务修补区,即旅客服务方案需要重点改进的地方,整个过程通过实例进行验证。本文提出的理论方法开发了客运站旅客服务系统,并构建了服务方案的质量评估体系。目前,该系统实现了旅客需求最大化的改进目标,建成的质量评估体系也能够为铁路企业服务进行整体评价,以期在最大效益情况下进行服务方案优化和改进。
[Abstract]:Considering the extent of the impact of passenger demand on the design of passenger service schemes for passenger stations, the existing passenger service programmes for railway passenger stations are not yet able to meet the various needs of passengers for travel, This limits the market competitiveness of railway transportation to a great extent. Therefore, the optimization design of railway passenger station service scheme is of great practical significance, and the study of evaluation method plays an important role in improving the quality of passenger transport service for railway transport enterprises. The research of this paper is based on the travel demand of passengers to the station service, adopt the QFD quality function configuration method to optimize the service scheme design, and refine each stage of the service scheme design. In the design of the quality house, the service elements of railway passenger station are integrated, and the service quality evaluation system is constructed on the basis of passenger satisfaction and the premise of improving the market competitiveness of service. The service quality of station service system is evaluated by SERVERUAL method. In the analysis of service demand, first of all, various service elements are classified selectively, and the influence on passenger service is classified as fuzziness. The optimal scheme of multiple service elements is obtained, and the feasibility and validity of the theoretical method are verified by an example of this paper. In the design of service scheme, the quality house design of service demand and service elements is emphasized. Based on the market competitiveness and technical competitiveness of service project, the improvement direction and optimization scheme of service elements are analyzed. Thus, the passenger service system of high-speed railway passenger station is constructed. Finally, in the passenger service evaluation, based on the five basic needs of passenger service and 20 main station service elements indicators, the improved SERVQUAL method is used to evaluate the service quality of railway passenger station, and the service quality perception value is obtained respectively. The expectation value of service quality and acceptable service quality value, and through the difference analysis and weight calculation, the distribution of passenger service information and the optimization and improvement direction of service scheme are obtained. By using the quadrilateral graph model, the passenger service elements are divided into regions. To find out the customer service repair area, that is, where the passenger service scheme needs to be improved, the whole process is verified by an example. The theory and method proposed in this paper have developed passenger service system of passenger terminal, and constructed the quality evaluation system of service scheme. At present, the system has realized the improvement goal of maximizing passenger demand. The established quality evaluation system can also be used to evaluate the service of railway enterprises in order to optimize and improve the service scheme under the condition of maximum benefit.
【学位授予单位】：北京交通大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：U293.3;F532

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