城乡客运安全监管体系及服务质量评价的研究

发布时间：2019-03-23 15:06

【摘要】：统筹城乡客运一体化发展是协调城乡经济社会发展，服务社会主义新农村建设，建立健全社会基本公共服务体系的一项重要内容。近年来，各级政府和交通运输管理部门正在积极推进城乡客运一体化，城乡客运也逐渐成为交通运输行业重点研究的问题。城乡客运相对于其他形式的客运运输，有其独特的运行环境特点。由于车况、路况以及驾驶员等多种因素，我国城乡客运交通事故发生频率较高。建立符合我国实际的城乡客运安全监管体系，规范城乡客运服务质量要求，推进城乡客运服务质量评价有利于提高城乡客运安全水平，有助于城乡客运一体化建设。本文在介绍我国城乡客运安全现状的基础上，研究了我国城乡客运事故类型特点，主要包括道路交通事故、公交车起火燃烧事故以及乘客伤害事故，并结合安全系统工程，从事故中分析了影响我国城乡客运安全的因素。为了建立城乡客运安全监管体系，本文分析了安全监管的法制基础以及城乡客运安全监管中存在的问题，，确定了城乡客运安全监管的对象以及主要任务，建立了城乡客运安全监管框架，并确定了运输管理机构和城乡客运企业的安全监管职责。本文以PZB的SERVQUAL五维度服务质量评价量表为基础，对安徽省广德县城乡客运乘客进行调研，经过数据处理，发现原SERVQUAL量表不完全适用于我国城乡客运服务质量评价。通过对城乡客运乘客一般乘车过程进行分析和专家访谈，确定了城乡客运服务质量评价的18个指标，并以此18个指标建立调研表，对苏州、常州、靖江三地的城乡客运乘客进行调研。利用SPSS18.0软件对调研数据进行处理，建立了符合我国城乡客运特点的CXKY-SERVQUAL五维度（安全性、舒适性、便捷性、可靠性和经济性）、18个指标的服务质量评价量表，并确定了五个维度和18个指标的权重。通过实证研究，测算出苏州、常州、靖江三地城乡客运服务质量得分，并发现了乘客对各指标期望服务质量和感知服务质量之间的差距。最后，本文对我国城乡客运安全监管和服务质量评价提出了一些政策建议，并对本研究的局限性做了分析。
[Abstract]:To coordinate the integrated development of urban and rural passenger transport is an important part of coordinating the economic and social development of urban and rural areas, serving the construction of new socialist countryside, and establishing and perfecting the basic social public service system. In recent years, governments at all levels and transportation management departments are actively promoting the integration of urban and rural passenger transport, urban and rural passenger transport has gradually become a key research issue in the transport industry. Compared with other forms of passenger transport, urban and rural passenger transport has its unique operating environment characteristics. Due to many factors, such as vehicle condition, road condition and driver, the frequency of urban and rural passenger traffic accidents in China is higher. The establishment of urban and rural passenger transport safety supervision system, the standardization of urban and rural passenger transport service quality requirements, and the promotion of urban and rural passenger service quality evaluation are conducive to improve the level of urban and rural passenger transport safety, and contribute to the integration of urban and rural passenger transport. On the basis of introducing the current situation of urban and rural passenger transport safety in China, this paper studies the characteristics of urban and rural passenger transport accidents in China, mainly including road traffic accidents, bus burning accidents and passenger injury accidents, and combined with safety systems engineering. The factors affecting the safety of urban and rural passenger transport in China are analyzed from the accident. In order to establish the safety supervision system of urban and rural passenger transport, this paper analyzes the legal basis of safety supervision of urban and rural passenger transport and the problems existing in the supervision of urban and rural passenger transport safety, and determines the objects and main tasks of urban and rural passenger safety supervision. The regulatory framework of urban and rural passenger transport safety has been established, and the safety supervision responsibilities of transport management agencies and urban and rural passenger transport enterprises have been determined. Based on PZB's five-dimensional Service quality Assessment scale (SERVQUAL), this paper investigates urban and rural passenger passengers in Guangde County, Anhui Province. After data processing, it is found that the original SERVQUAL quantity table is not fully applicable to the evaluation of the service quality of urban and rural passenger transport in China. Based on the analysis of the general passenger travel process in urban and rural areas and the interview of experts, 18 indexes for evaluating the quality of urban and rural passenger transport services are determined, and based on these 18 indicators, a survey table is established for Suzhou, Changzhou, Jingjiang three places of urban and rural passenger survey. Using SPSS18.0 software to deal with the survey data, the five dimensions of CXKY-SERVQUAL (safety, comfort, convenience, reliability and economy) and the evaluation quantity of service quality of 18 indexes are established, which accord with the characteristics of urban and rural passenger transport in China. The weights of five dimensions and 18 indexes were determined. Through the empirical study, the paper calculates the service quality scores of urban and rural passenger transport in Suzhou, Changzhou and Jingjiang, and finds out the gap between the expected service quality and perceived service quality of passengers on each index. Finally, this paper puts forward some policy suggestions on the safety supervision and service quality evaluation of urban and rural passenger transport in China, and analyzes the limitations of this study.
【学位授予单位】：长安大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：U492.4;U492.8

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