基于CCSI的T市地铁乘客满意度研究
发布时间：2018-12-06 21:57
【摘要】：随着乘客对地铁运营服务的不断关注，乘客对运营服务质量要求日益提高。对于地铁运营企业而言，乘客不仅是地铁服务的对象，更是企业的利润源泉，乘客对地铁服务质量的满意程度就显得至关重要。只有以乘客为焦点，大力关注乘客满意度，树立乘客至上服务意识，地铁才能有效实现科学可持续发展。如何提高地铁乘客满意程度，及时了解乘客需求和感受，找出地铁服务缺陷及改进措施，使地铁运营企业立足于城市客运市场，最大限度的吸引客流、增加效益，实现提升服务品质、增强市场竞争力、打造地铁品牌、创造一流企业的目标，建立一套科学合理、全面系统、切实可行、容易操作的地铁乘客满意度评价体系成为当务之急。 本文将顾客满意度理论运用于地铁行业，从顾客满意度的涵义入手，对顾客满意度及顾客满意度指数、模型进行了理论分析，并以中国顾客满意度指数（CCSI）模型为基础，利用定性研究方法，构建了地铁乘客满意度指数（MPSI）模型，根据模型建立全面、完整、科学、有效的地铁乘客满意度评价体系；基于地铁乘客满意度模型、评价指标体系，设计了地铁乘客满意度调查方案，并通过问卷调查法，对T市地铁组织实施乘客满意度调查，借助SPSS20.0统计软件，使用定量研究方法对调查数据进行可靠性和合理性分析，运用结构方程模型方法和优先改进分析方法得到满意度评价结果和优先改进方向及相关措施。通过定量与定性分析相结合的方法和对具体问题的实证研究，提出了有针对性、建设性改进建议。
[Abstract]:With the continuous attention of the passengers to the subway operation service, the passenger demand for the operation service quality is increasing day by day. For subway operation enterprises, passengers are not only the object of subway service, but also the profit source of enterprises. The satisfaction of passengers to the quality of subway service is very important. Only take the passenger as the focus, pay great attention to the passenger satisfaction, establish the passenger first service consciousness, the subway can realize the scientific sustainable development effectively. How to improve the satisfaction of subway passengers, understand the needs and feelings of passengers in time, find out the defects of subway service and improve the measures, so that subway operators can base themselves on the city passenger transport market, attract passenger flow to the maximum extent, and increase the efficiency. It is urgent to achieve the goal of improving service quality, enhancing market competitiveness, building subway brand, creating first-class enterprise, and establishing a scientific, reasonable, comprehensive, feasible and easy to operate subway passenger satisfaction evaluation system. This paper applies the theory of customer satisfaction to the subway industry, starting with the meaning of customer satisfaction, analyzes the model of customer satisfaction and customer satisfaction index, and based on the (CCSI) model of Chinese customer satisfaction index. The (MPSI) model of subway passenger satisfaction index is constructed by using qualitative research method. According to the model, a comprehensive, complete, scientific and effective evaluation system of subway passenger satisfaction is established. Based on the model of subway passenger satisfaction and the evaluation index system, this paper designs the scheme of subway passenger satisfaction investigation, and carries out the passenger satisfaction survey on T city subway organization by means of questionnaire survey, with the help of SPSS20.0 statistical software. The reliability and reasonableness of the survey data are analyzed by using quantitative research method, and the satisfaction evaluation results, priority improvement direction and relevant measures are obtained by using structural equation model method and priority improved analysis method. Through the combination of quantitative and qualitative analysis and empirical research on specific problems, some suggestions for improvement are put forward.
【学位授予单位】：天津大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F572;F224
[Abstract]:With the continuous attention of the passengers to the subway operation service, the passenger demand for the operation service quality is increasing day by day. For subway operation enterprises, passengers are not only the object of subway service, but also the profit source of enterprises. The satisfaction of passengers to the quality of subway service is very important. Only take the passenger as the focus, pay great attention to the passenger satisfaction, establish the passenger first service consciousness, the subway can realize the scientific sustainable development effectively. How to improve the satisfaction of subway passengers, understand the needs and feelings of passengers in time, find out the defects of subway service and improve the measures, so that subway operators can base themselves on the city passenger transport market, attract passenger flow to the maximum extent, and increase the efficiency. It is urgent to achieve the goal of improving service quality, enhancing market competitiveness, building subway brand, creating first-class enterprise, and establishing a scientific, reasonable, comprehensive, feasible and easy to operate subway passenger satisfaction evaluation system. This paper applies the theory of customer satisfaction to the subway industry, starting with the meaning of customer satisfaction, analyzes the model of customer satisfaction and customer satisfaction index, and based on the (CCSI) model of Chinese customer satisfaction index. The (MPSI) model of subway passenger satisfaction index is constructed by using qualitative research method. According to the model, a comprehensive, complete, scientific and effective evaluation system of subway passenger satisfaction is established. Based on the model of subway passenger satisfaction and the evaluation index system, this paper designs the scheme of subway passenger satisfaction investigation, and carries out the passenger satisfaction survey on T city subway organization by means of questionnaire survey, with the help of SPSS20.0 statistical software. The reliability and reasonableness of the survey data are analyzed by using quantitative research method, and the satisfaction evaluation results, priority improvement direction and relevant measures are obtained by using structural equation model method and priority improved analysis method. Through the combination of quantitative and qualitative analysis and empirical research on specific problems, some suggestions for improvement are put forward.
【学位授予单位】：天津大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F572;F224
【参考文献】
相关期刊论文 前7条
1 周艳芳;周磊山;;城市轨道交通乘客满意度评价体系的构建[J];都市快轨交通;2007年05期
2 陈e，
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