深圳市公共汽车服务现状调查及提高服务水平对策研究
发布时间：2018-12-29 17:49
【摘要】：随着经济的发展和生活水平的提高,人们对城市交通,尤其是常规公共交通服务质量的要求也越来越高,如何为服务质量制定出切实可行的整改措施,是目前公交运营和管理部门的一大难题。因此,研究公共交通服务满意度测评理论和方法,对促进城市公交的健康和良性发展,持续改进公共交通服务质量有重要理论意义和实际价值。本文主要是通过对深圳市深圳市公共汽车行业乘客、驾驶员(乘务员)双满意度状况进行测评,通过进行乘客和司乘人员的双满意度评价,为深圳公交行业服务质量的提升提出相关建议和对策。 首先,在国内外研究的基础上,总结了国内外对公共汽车服务及提高服务水平的相关研究,阐述了论文的选题背景和研究意义,为本论文的研究奠定了理论基础,并提出了论文的研究内容和技术路线。 其次,分别对乘客和司乘人员的样本量和调查方式进行了阐述。探讨建立深圳公交行业服务水平指标体系的数据和研究方法,建立了乘客满意度研究模型(费耐尔模型)及评测指标体系,司乘人员满意度测评模型(包括对工作本身等五个方面输入变量和三个方面输出变量)及评测指标体系。 最后,分别对深圳公交调查的乘客和司乘人员样本进行分析,从而得出不同分类的乘客和司乘人员的满意度总体状况,将得出的结果进行满意度评价。在对深圳市公交问题形成原因进行深入剖析的基础上提出了提高深圳市公交服务质量的研究策略。
[Abstract]:With the development of economy and the improvement of living standard, people have higher and higher demands on the quality of urban transportation, especially the service quality of conventional public transportation. Is the current public transport operation and management of a major problem. Therefore, it is of great theoretical and practical value to study the theory and method of public transport service satisfaction evaluation for promoting the healthy and healthy development of urban public transport and continuously improving the quality of public transport service. This article is mainly through the Shenzhen bus industry passenger, driver (flight attendants) double satisfaction status evaluation, through the passenger and crew double satisfaction evaluation, To improve the quality of public transport services in Shenzhen put forward relevant suggestions and countermeasures. First of all, on the basis of domestic and foreign research, summarized the domestic and foreign bus service and improve the service level of the relevant research, elaborated the background and research significance of the thesis, for the study of this paper laid a theoretical foundation. The research content and technical route of the thesis are also put forward. Secondly, the sample size and investigation methods of passengers and riders are expounded respectively. This paper discusses the data and research methods of establishing the index system of service level of public transport industry in Shenzhen, and establishes the research model of passenger satisfaction (Finell model) and the evaluation index system. The evaluation model of staff satisfaction (including five input variables and three output variables) and the evaluation index system. Finally, the sample of passengers and passengers in Shenzhen bus survey is analyzed, and the overall satisfaction of passengers and riders in different categories is obtained, and the results are evaluated. On the basis of deeply analyzing the causes of the public transport problem in Shenzhen, this paper puts forward some research strategies to improve the quality of public transport service in Shenzhen.
【学位授予单位】：大连海事大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F572.88
本文编号：2395165
[Abstract]:With the development of economy and the improvement of living standard, people have higher and higher demands on the quality of urban transportation, especially the service quality of conventional public transportation. Is the current public transport operation and management of a major problem. Therefore, it is of great theoretical and practical value to study the theory and method of public transport service satisfaction evaluation for promoting the healthy and healthy development of urban public transport and continuously improving the quality of public transport service. This article is mainly through the Shenzhen bus industry passenger, driver (flight attendants) double satisfaction status evaluation, through the passenger and crew double satisfaction evaluation, To improve the quality of public transport services in Shenzhen put forward relevant suggestions and countermeasures. First of all, on the basis of domestic and foreign research, summarized the domestic and foreign bus service and improve the service level of the relevant research, elaborated the background and research significance of the thesis, for the study of this paper laid a theoretical foundation. The research content and technical route of the thesis are also put forward. Secondly, the sample size and investigation methods of passengers and riders are expounded respectively. This paper discusses the data and research methods of establishing the index system of service level of public transport industry in Shenzhen, and establishes the research model of passenger satisfaction (Finell model) and the evaluation index system. The evaluation model of staff satisfaction (including five input variables and three output variables) and the evaluation index system. Finally, the sample of passengers and passengers in Shenzhen bus survey is analyzed, and the overall satisfaction of passengers and riders in different categories is obtained, and the results are evaluated. On the basis of deeply analyzing the causes of the public transport problem in Shenzhen, this paper puts forward some research strategies to improve the quality of public transport service in Shenzhen.
【学位授予单位】：大连海事大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F572.88
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相关硕士学位论文 前3条
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