基于京津城际客运专线乘客二次选择的满意度调查分析

发布时间：2018-08-18 14:40

【摘要】：顾客满意度的研究是最近的研究热点之一。近年来，我国铁路建设正如火如荼地展开，城际铁路也步入了发展快车道。随着沪宁高铁、京津城际、广深高铁的相继开通，城际铁路对都市圈和城市带区域经济的拉动效应日益明显。相比硬件建设，我国城际铁路系统在软件建设，特别是收益管理上存在缺失，而顾客满意度的调查分析是收益管理所需基础数据和基础工作之一。京津城际是高速铁路的一种，，运营模式为双城模式，城际铁路公交化特点明显，同时城际铁路面临公路客运有力的竞争。如何考虑车次间客流的转移、随到随走的客流特性和公路的竞争，是城际铁路收益管理的独特背景。而目前京津城际在周末部分时段，特别是节假日高峰时段一票难求，运力在技术上接近极限。如何尽量满足客流高峰期的需求，保障京津城际的收益，提高竞争力，是当前比较急迫的问题。如何有效提高候车乘客顾客满意度，尽量减少乘客二次选择发生的机会，吸引更多的客源，提高京津城际收益管理水平，这就是本文需要研究的内容。本文主要结论有: 提高运力和购票环节是最需要改进的。浮动票价是一个非常好的调节客流波峰和波谷的工具，是大势所趋；12306手机客户端推出后需进一步升级服务水平。候车乘客的满意度还有一定提高空间，且所需成本并不高。候车乘客的候车忍耐时限随着候车环境的提升有提升的空间，目前大部分乘客的极限忍耐时限根据不同人群和出行目的，为1至3小时不等。本文的创新之处主要有：本文建立了候车乘客的满意度理论模型，较为全面的考察了京津城际候车乘客的满意度情况。通过顾客调查后得到了的乘客的出行基本信息和顾客满意度情况，通过分析影响城际列车候车乘客满意度的的各种因素，对京津城际的服务改进，提出具有一定指导性的建议和意见。
[Abstract]:The research of customer satisfaction is one of the hotspots of recent research. In recent years, China's railway construction is in full swing, intercity railway has also stepped into the development of fast track. With the opening of Shanghai-Nanjing high-speed railway, Beijing-Tianjin inter-city high-speed railway and Guangzhou-Shenzhen high-speed railway, the pulling effect of inter-city railway on the regional economy of metropolitan area and urban belt is becoming more and more obvious. Compared with hardware construction, China's inter-city railway system lacks of software construction, especially revenue management, and the investigation and analysis of customer satisfaction is one of the basic data and basic work needed for revenue management. Beijing-Tianjin inter-city railway is a kind of high-speed railway, the operation mode is two-city mode, the characteristics of intercity railway transit is obvious, at the same time, inter-city railway is faced with the competition of highway passenger transport. The unique background of inter-city railway revenue management is how to consider the transfer of passenger flow between trains, the characteristics of passenger flow and the competition of highways. At present, Beijing and Tianjin intercity in the weekend part time, especially the holiday peak time one vote is hard to obtain, the transportation capacity is near the limit technically. How to meet the demand of the peak period of passenger flow, to ensure the income between Beijing and Tianjin, and to improve the competitiveness are urgent problems at present. How to effectively improve the customer satisfaction of waiting passengers, reduce the opportunity of second choice, attract more passengers, and improve the level of income management between Beijing and Tianjin, this is the content of this paper. The main conclusions of this paper are: improve the capacity and ticket purchase link is the most need to improve. Floating fare is a very good tool to adjust the peak and trough of passenger flow. It is the trend of 12306 mobile phone client to further upgrade the service level. Passenger satisfaction also has some room to improve, and the cost is not high. The waiting time of waiting passengers can be improved with the improvement of waiting environment. At present, the limit endurance time of most passengers varies from one to three hours according to different crowd and travel purpose. The main innovations of this paper are as follows: this paper establishes a theoretical model of passenger satisfaction, and investigates the passenger satisfaction of Beijing-Tianjin intercity. The basic travel information and customer satisfaction of passengers obtained after customer investigation, through the analysis of various factors affecting passenger satisfaction of inter-city train waiting, improve the service of Beijing-Tianjin intercity. Put forward some guiding suggestions and opinions.
【学位授予单位】：清华大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：U293.1

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