城市公交服务质量监管指标体系研究

发布时间：2018-03-31 04:26

本文选题：城市公交　切入点：监管　出处：《东南大学》2015年硕士论文

【摘要】：优先发展公共交通已上升为国家战略,公交行业市场化改革为营运企业提高生产效率和服务能力注入了新的动力,但私营企业逐利性和公交服务公益性之间的矛盾使得市场化在推动公交发展的同时也带来诸多弊病,如企业为获取利润而牺牲服务质量等。因此在公交行业市场化、民营化改革的过程中,政府对公交服务质量的监管迫切需要成为引领城市公交行业健康有序发展的有力抓手。本文分析了管理部门对公交行业进行服务质量监管的目的,结合国内外公交服务质量评价方面的相关研究以及各城市公交服务质量考核指标体系,遵循科学性和可行性原则从系统建设、运营服务、综合效益三方面建立了城市公交服务质量监管指标体系,并结合GPS数据的利用明确了各项监管指标所需数据的调查与获取方法。在建立监管指标体系的基础上,本文对城市公交服务质量监管体系的决策支持作用进行了研究,结合层次分析法对城市公交运营服务整体水平进行定量计算,将其与政府补贴资金进行挂钩；结合可拓学理论,构建了城市公交运营服务质量物元可拓评价模型,对城市公交运营服务质量进行全面客观的综合评价,为提高公交服务质量相关决策提供支持。在实例研究中,本文将城市公交服务质量监管指标体系应用于湖州市,对湖州市城市公交系统建设与综合效益进行了纵向对比,对湖州市城市公交运营服务进行了整体水平定量计算,将其与政府购买公交服务资金挂钩,并建立了物元可拓评价模型对湖州市城市公交运营服务质量进行综合评价。通过对评价结果的分析,为行业管理工作提供了决策支持,并对湖州市城市公交服务质量监管工作的保障机制提出了建议。
[Abstract]:Giving priority to the development of public transport has become a national strategy, and the market-oriented reform of the public transport industry has injected new impetus into the operation enterprises to improve their production efficiency and service capacity. However, the contradiction between profit driven by private enterprises and public welfare of public transport services makes marketization bring many disadvantages while promoting the development of public transport, such as enterprises sacrifice service quality in order to obtain profits. In the process of privatization reform, the government's supervision on the quality of public transport service urgently needs to be the leading force for the healthy and orderly development of the urban public transport industry. This paper analyzes the purpose of the management department to supervise the service quality of the public transport industry. Combined with the relevant research on the quality evaluation of public transport service at home and abroad and the evaluation index system of public transport service quality in various cities, following the principles of science and feasibility, the system construction and operation service are followed. This paper establishes the supervision index system of urban public transport service quality in three aspects of comprehensive benefit, and clarifies the investigation and acquisition method of the data needed for each supervision index combined with the use of GPS data. On the basis of establishing the supervision index system, In this paper, the decision support function of the quality supervision system of urban public transport service is studied, and the overall level of urban public transport service is quantitatively calculated by using AHP, which is linked to the government subsidy fund, and combined with the extension theory. This paper constructs a matter-element extension evaluation model for the quality of urban public transport service, comprehensively and objectively evaluates the quality of urban public transport service, and provides support for the decision-making of improving the quality of public transport service. In this paper, the quality supervision index system of urban public transport service is applied to Huzhou City, the construction and comprehensive benefits of urban public transport system in Huzhou City are compared longitudinally, and the overall level quantitative calculation of urban public transport operation service in Huzhou City is carried out. It is linked with the government purchase of public transport service funds, and a matter-element extension evaluation model is established to comprehensively evaluate the service quality of urban public transport operation in Huzhou City. Through the analysis of the evaluation results, it provides decision support for the industry management work. Some suggestions are put forward on the guarantee mechanism of the quality supervision of urban public transport service in Huzhou City.
【学位授予单位】：东南大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：U491.17

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