武汉轨道交通运营服务质量评估及提升对策

发布时间：2018-03-19 03:34

本文选题：城市轨道交通　切入点：运营服务质量　出处：《都市快轨交通》2017年01期 　论文类型：期刊论文

【摘要】：以武汉轨道交通2015年运营情况为例,根据城市轨道交通客运服务系统特点制订乘客满意度调查问卷,通过建立结构模型计算乘客满意率和乘客满意度指数,得出乘客满意率为95.85%,满意度指数为67.07。数据证明:武汉轨道交通2015年的运营服务质量处于较高水平,但与世界一流的交通行业相比还有一定差距。测评结果显示,武汉轨道交通的安全性、设备设施、乘车信息等方面有待完善,针对这些问题提出改善对策:以确保安全管理为前提,通过完善服务管理制度,形成闭环的监管体系,结合各项具体措施,提高服务可靠度、乘车便捷度和乘客舒适度,以期进一步提升武汉轨道交通的运营服务质量。
[Abstract]:Taking the operation of Wuhan rail transit in 2015 as an example, according to the characteristics of urban rail transit passenger transport service system, the questionnaire of passenger satisfaction is developed, and the passenger satisfaction rate and passenger satisfaction index are calculated by establishing a structural model. The passenger satisfaction rate is 95.855.The satisfaction index is 67.07.The data prove that the service quality of Wuhan rail transit in 2015 is at a high level, but there is still a certain gap compared with the world-class transportation industry. The safety, equipment and information of Wuhan rail transit need to be improved. In view of these problems, some countermeasures are put forward: to ensure the safety management, through perfecting the service management system, the closed-loop supervision system is formed. Combined with the specific measures to improve the service reliability, ride convenience and passenger comfort, in order to further improve the operational service quality of Wuhan rail transit.
【作者单位】：武汉地铁运营有限公司;
【分类号】：F572.88

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