滨海市地铁乘客满意度研究

发布时间：2018-05-11 20:47

本文选题：地铁 + 服务　；参考：《河北工业大学》2013年硕士论文

【摘要】：城市轨道交通作为支撑大城市交通系统正常运行的骨干动脉，近年来发展势头极其迅猛，中国城市轨道交通行业用十余年时间走完了发达国家百年的发展历程。在下一个十年，中国城市轨道交通的发展将会更加迅速，运力与运能将呈几何级增长。滨海市自从上世纪后期始建地铁以来，至今已开通4条城市轨道交通线路，同时还在建5条轨道交通线路，其发展将得到强力提速。在滨海市地铁快速跨越式发展的今天，地铁以运量大、安全、快捷、准确、舒适、环保等优势，在城市公共交通发展中起到了愈加重要的作用。同时地铁作为服务行业，在发挥城市窗口形象、服务广大乘客的过程中，其服务质量也愈加受到广大乘客的关注。现在全国各地地铁都先后引入乘客满意度调查机制，希望通过开展乘客满意度调查分析与评价，，及时了解乘客的需求和感受，分析问题找出差距，才能制定出更加贴合乘客需要的个性服务策略，实现提升服务品质、打造服务品牌、增强市场竞争力、实现地铁的良好发展。因此在当前开展地铁乘客满意度有重要意义。本文通过对地铁乘客满意度相关理论的归纳，分析了地铁乘客满意度的特征及影响因素，结合以往工作经验从滨海地铁乘客特征、服务现状、服务提升感知反馈等方面入手，制订了满意度调查问卷，并以拦截访问的定量调查方法为主，以召开小组座谈会的定性调查方法、实地走访的神秘顾客调查方法为辅，结合使用SPSS统计分析软件对访问调查结果进行数据管理、统计分析、图表分析、输出管理，对滨海地铁乘客满意度的整体情况及分项指标详细进行了分析，找出了服务短板项目，指出滨海地铁服务提升的着力点，并且针对每一类服务指标的短板制定出改进方向，对于提高地铁认知度、美誉度、品牌影响力起到重要的现实应用意义和理论指导意义。
[Abstract]:As the backbone artery to support the normal operation of urban transportation system, urban rail transit has been developing rapidly in recent years. China's urban rail transit industry has completed the century-old development of developed countries in more than ten years. In the next decade, the development of urban rail transit in China will be more rapid, capacity and capacity will increase in a geometric level. Since the subway was built in the late last century, Binhai City has opened four urban rail transit lines and 5 rail transit lines, and its development will be greatly accelerated. With the rapid leap-forward development of Binhai Metro, subway has played an increasingly important role in the development of urban public transportation with the advantages of large volume, safety, speed, accuracy, comfort, environmental protection and so on. At the same time, as the service industry, the subway service quality has been paid more and more attention in the process of giving play to the city window image and serving the vast number of passengers. Now all over the country have introduced passenger satisfaction investigation mechanism successively, hoping that through carrying out passenger satisfaction survey analysis and evaluation, we can understand the needs and feelings of passengers in time, and analyze the problems to find out the gap. In order to make a more suitable individual service strategy to meet the needs of passengers, to achieve better service quality, create service brand, enhance market competitiveness, and realize the good development of subway. Therefore, the development of subway passenger satisfaction is of great significance. This paper analyzes the characteristics and influencing factors of subway passenger satisfaction through the induction of relevant theories of subway passenger satisfaction. Combining with previous work experience, it starts with the characteristics of seaside subway passengers, service status quo, service promotion, perception feedback, and so on. The satisfaction survey questionnaire was developed, and the quantitative survey method of intercepting interview was used as the main method, the qualitative investigation method of holding a panel discussion was used, and the mysterious customer survey method of field visit was used as the supplement. Combined with the use of SPSS statistical analysis software for data management, statistical analysis, chart analysis, output management, the overall situation and sub-indicators of passenger satisfaction of coastal subway are analyzed in detail. Find out the service short board project, point out the key point of the coastal subway service promotion, and aim at each kind of service index short board to work out the improvement direction, to raise the subway recognition degree, the reputation degree, Brand influence plays an important role in practical application and theoretical guidance.
【学位授予单位】：河北工业大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F274;F572.6

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