基于顾客满意度的无锡地铁服务质量评价研究

发布时间：2018-03-14 08:19

本文选题：无锡地铁　切入点：服务质量　出处：《华东政法大学》2015年硕士论文　论文类型：学位论文

【摘要】：随着我国城市化进程的不断加剧,各种经济发展带来的社会问题凸显:地面交通拥堵、环境污染严重、土地资源匮乏。地铁以其快速、安全、环保、大容量等无法比拟的优势逐渐成为城市交通形式中的骨干。地铁为城市发展带来的正的外部效应是不言而喻的。首先地铁能改善并缓解城市地面交通压力,其次是能引导城市发展合理布局,带动新城的发展从而推进城市化进程,还可以促进就业,实现城市的可持续发展。地铁是城市的窗口,而优质的服务质量会为地铁输送大量的客流,从而使得地铁这个公共资源达到最优配置。无锡地铁1号线于7月1日开通,2号线也在半年后正式运营,这标志着无锡地铁已经步入网络化运营时代。无锡地铁自运营半年以来,受到了各方的热切关注,但随之而来的顾客投诉也是接连不断。由于处于运营初期,一方面市民对地铁这个新生事物的期望与感知存在一定差距,另一方面运营的一线人员由于经验不丰富处理问题能力较弱。因此从乘客的满意度角度出发对无锡地铁的服务进行评价具有现实与指导意义,可以帮助地铁公司了解乘客的需求和服务中的薄弱环节,有的放矢的提升服务质量,满足市民日益增长的服务需求。本文首先对顾客满意度的理论基础进行研究,如满意度的相关基本概念、理论框架、满意度指数模型、测评方法。通过分析比选,选择了合适的测评模型与方法。为了科学的测评顾客满意度情况,通过理论分析并结合地铁行业的特点本文构建了地铁顾客满意度测评结构模型与指标体系。以美国顾客满意度指数(ACSI)模型为基础,对无锡地铁的满意度进行实证分析。采用偏最小二乘法对各级指标的满意度和权重进行计算,针对结果结合满意度矩阵的分析方法进而对无锡地铁服务质量的改进方向进行了评价,并提出了改善优化建议。服务改善建议包括:推行多种客票形式,配建地铁配套停车场,加强与公交换乘的便捷性、改变空调制式,增加电扶梯设备,建立服务热线等。
[Abstract]:With the development of urbanization in China, the social problems brought by various economic development are prominent: traffic congestion on the ground, serious environmental pollution, lack of land resources. The unparalleled advantages such as large capacity have gradually become the backbone of urban transportation. The positive external effects brought by subway to urban development are self-evident. First of all, subway can improve and relieve the pressure of urban ground transportation. Secondly, it can guide the rational distribution of the city, promote the development of the new city and promote the urbanization process. It can also promote employment and realize the sustainable development of the city. The subway is the window of the city. The high quality of service will transport a large number of passengers to the subway, thus making the subway this public resource optimal allocation. Wuxi Metro Line 1 was opened on July 1st, and Line 2 was officially opened six months later. This indicates that Wuxi Metro has entered the era of network operation. Wuxi Metro has received intense attention from all sides since it was in operation for half a year, but the customer complaints have followed one after another. Since it is in the early stages of operation, On the one hand, there is a certain gap between the expectations and perceptions of the new things in the subway. On the other hand, the staff of the first line of operation are not experienced enough to deal with problems. Therefore, it is of practical and guiding significance to evaluate the service of Wuxi Metro from the perspective of passenger satisfaction. It can help the MTRC to understand the needs of the passengers and the weak links in the service, improve the service quality and meet the increasing service demand of the public. First of all, the theoretical basis of customer satisfaction is studied in this paper. Such as the related basic concepts of satisfaction, theoretical framework, satisfaction index model, evaluation methods. Through analysis and comparison, the appropriate evaluation model and method are selected. Through theoretical analysis and combined with the characteristics of subway industry, this paper constructs the subway customer satisfaction evaluation structure model and index system, based on the American customer satisfaction index (ACSI) model. The satisfaction degree of Wuxi metro is analyzed empirically. The degree of satisfaction and weight of every index are calculated by partial least square method. Based on the analysis method of satisfaction matrix, this paper evaluates the direction of improving the service quality of Wuxi metro, and puts forward some suggestions for improving the service quality. Strengthen the convenience of bus transfer, change the air conditioning system, increase escalator equipment, set up service hotline, etc.
【学位授予单位】：华东政法大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F572.88

【相似文献】