旅客出行属性视角下的客运服务质量容忍区域研究

发布时间：2018-04-22 01:22

本文选题：交通方式 + 服务质量　；参考：《西南交通大学》2012年硕士论文

【摘要】：目前,我国的交通技术不断更新进步,特别是城际交通方式的发展更为迅速,先后出现了如动车和高铁这样先进的客运方式。然而交通运输业的快速发展,虽然是促进国民经济增长的重要元素,同时也会让出行者选择交通方式的行为变得相对复杂。出行行为实际上也是一种消费者选择行为,它符合消费者选择行为理论。旅客出行行为由于受出行者自身因素、交通方式因素及环境因素等各方面的影响,但他们对各种交通方式服务质量的期望心理,必定是很重要的一个方面。从出行者心理的需要来讲,大多数人会追求下列几种心理：安全性心理、快捷性心理、顺畅性心理、经济性心理、舒适性心理及安静心理等。本文在总结已有研究文献的基础上,将影响消费者选择交通方式行为的两大要素(消费者心理、交通方式服务属性)结合起来,从出行者的心理因素出发,研究他们对交通方式各服务要素的期望容忍区域宽度。除此之外,还将考察出行属性对容忍区域的影响,即出行人数、出行动因和出行距离的容忍区域及其上下限的差异。对交通方式服务属性的划分主要借鉴前人已有的研究成果,归结为四个维度：经济性、安全性、舒适性和便捷性。根据实证研究得出,不同的客运服务维度其容忍区域及容忍区域上下限均有所不同。且对出行者而言,容忍区域由窄到宽依次是：安全性、便捷性、舒适性、经济性。并且出行人数和出行距离这两个变量均对容忍区域的宽度和上下限有显著影响。表现为有同伴的出行者和中短途出行者分别比无同伴出行者和长途出行者有更宽的容忍区域。最后,本文根据研究结果,讨论了通过提高服务质量而增进旅客满意度和提高旅客忠诚的方法,并提供了相关建议,同时也说明了本研究的局限性及未来研究展望。
[Abstract]:At present, the transportation technology of our country is constantly updating and progress, especially the development of inter-city transportation mode is more rapid, such as train and high-speed rail, such as advanced passenger transport mode has emerged successively. However, the rapid development of transportation industry, although an important element to promote the growth of the national economy, will also make it more complicated for travelers to choose the mode of transportation. Travel behavior is actually a kind of consumer choice behavior, which accords with the theory of consumer choice behavior. The passenger travel behavior is influenced by the traveler's own factor, the traffic mode factor and the environment factor, but their expectation psychology to the service quality of various transportation modes must be a very important aspect. According to the needs of travelers, most people will pursue the following kinds of psychology: safety psychology, quickness psychology, smooth psychology, economic psychology, comfort psychology and quiet psychology. On the basis of summarizing the existing research literature, this paper combines the two factors (consumer psychology, traffic mode service attribute) that affect the behavior of consumers' choice of traffic mode, starting from the psychological factors of travelers. To study their expectations of the various service elements of the mode of transport to tolerate the width of the region. In addition, the effects of travel attributes on tolerance areas, i.e. the number of trips, travel motivation and travel distance, and the differences between upper and lower limits are also examined. The classification of traffic mode service attributes is mainly based on the previous research results, which can be summed up into four dimensions: economy, security, comfort and convenience. According to the empirical study, different dimensions of passenger transport service have different tolerance regions and tolerance regions. And for travelers, the tolerance area from narrow to wide is: safety, convenience, comfort, economy. The two variables, number of trips and travel distance, have a significant effect on the width, upper and lower limits of the tolerance region. It shows that travelers with companions and short-distance travelers have a wider tolerance area than non-companion travelers and long-distance travelers respectively. Finally, according to the results of the study, this paper discusses the methods to improve passenger satisfaction and loyalty by improving service quality, and provides relevant suggestions. At the same time, it also explains the limitations of this study and the prospect of future research.
【学位授予单位】：西南交通大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F224;F540

【参考文献】