城市轨道交通服务品质与顾客满意实证研究
发布时间：2018-11-25 15:31
【摘要】：本文从顾客的角度来研究城市轨道交通服务品质与顾客满意之间的关系,通过将研究成熟的服务品质理论和顾客满意理论引入到城市轨道交通中,分析影响顾客满意的服务品质各个因子及其作用机制,旨在提高轨道交通企业的服务品质与顾客的满意度。 文章在服务品质和顾客满意理论的基础上,构建了城市轨道交通服务品质和顾客满意的理论模型,提出了五个研究假设,以北京和上海为调研地点,抽取了396份有效问卷。通过SPSS分析软件,对调研数据进行了描述性统计分析,进而使用因子分析、回归分析和独立样本T检验对研究假设进行了验证。 通过实证研究,得出结论如下： (1)城市轨道交通服务品质包括有形性、可靠性、响应性、保证性、关怀性和低廉性等六个因子,各因子对顾客满意都有正向影响。 (2)城市轨道交通服务品质对顾客满意有正向影响,顾客满意对顾客抱怨有负向影响,而顾客满意对顾客忠诚有正向影响。 (3)顾客抱怨可以分为直接抱怨与非直接抱怨两种,而直接抱怨的顾客对企业的满意度和忠诚度更高；轨道交通企业对顾客抱怨的处理程度高低正向影响顾客对企业的满意度和忠诚度。 (4)根据实证结果,给出了提高顾客满意的具体实施措施,包括服务品质六个因子的改善方法以及接受、处理顾客抱怨的具体措施等。
[Abstract]:In this paper, the relationship between service quality and customer satisfaction of urban rail transit is studied from the customer's point of view, and the mature service quality theory and customer satisfaction theory are introduced into the urban rail transit by studying the mature service quality theory and customer satisfaction theory. In order to improve the service quality and customer satisfaction of rail transit enterprises, the factors affecting customer satisfaction and their mechanism are analyzed. Based on the theory of service quality and customer satisfaction, this paper constructs a theoretical model of service quality and customer satisfaction of urban rail transit, puts forward five research hypotheses, and selects 396 valid questionnaires from Beijing and Shanghai. Through the SPSS analysis software, the research data are analyzed by descriptive statistics, and then the hypothesis is verified by factor analysis, regression analysis and independent sample T-test. The conclusions are as follows: (1) the service quality of urban rail transit includes six factors: tangible, reliability, responsiveness, assurance, solicitude and cheapness, and each factor has a positive effect on customer satisfaction. (2) the service quality of urban rail transit has a positive effect on customer satisfaction, customer satisfaction has a negative effect on customer complaints, and customer satisfaction has a positive effect on customer loyalty. (3) customer complaints can be divided into direct complaints and indirect complaints, while customers who complain directly have higher satisfaction and loyalty to the enterprises; The degree of customer complaint is positively affected by customer satisfaction and loyalty. (4) according to the empirical results, the concrete measures to improve customer satisfaction are given, including the improvement methods of six factors of service quality and the acceptance, and the concrete measures to deal with customer complaints.
【学位授予单位】：石家庄铁道大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F274;F572
本文编号：2356606
[Abstract]:In this paper, the relationship between service quality and customer satisfaction of urban rail transit is studied from the customer's point of view, and the mature service quality theory and customer satisfaction theory are introduced into the urban rail transit by studying the mature service quality theory and customer satisfaction theory. In order to improve the service quality and customer satisfaction of rail transit enterprises, the factors affecting customer satisfaction and their mechanism are analyzed. Based on the theory of service quality and customer satisfaction, this paper constructs a theoretical model of service quality and customer satisfaction of urban rail transit, puts forward five research hypotheses, and selects 396 valid questionnaires from Beijing and Shanghai. Through the SPSS analysis software, the research data are analyzed by descriptive statistics, and then the hypothesis is verified by factor analysis, regression analysis and independent sample T-test. The conclusions are as follows: (1) the service quality of urban rail transit includes six factors: tangible, reliability, responsiveness, assurance, solicitude and cheapness, and each factor has a positive effect on customer satisfaction. (2) the service quality of urban rail transit has a positive effect on customer satisfaction, customer satisfaction has a negative effect on customer complaints, and customer satisfaction has a positive effect on customer loyalty. (3) customer complaints can be divided into direct complaints and indirect complaints, while customers who complain directly have higher satisfaction and loyalty to the enterprises; The degree of customer complaint is positively affected by customer satisfaction and loyalty. (4) according to the empirical results, the concrete measures to improve customer satisfaction are given, including the improvement methods of six factors of service quality and the acceptance, and the concrete measures to deal with customer complaints.
【学位授予单位】：石家庄铁道大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F274;F572
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