面向员工的智能公交系统满意度评价研究与应用

发布时间：2018-05-19 19:20

本文选题：智能公交系统 + 满意度　；参考：《东南大学》2015年硕士论文

【摘要】：随着我国城镇化的发展,城市人口不断膨胀,机动车日益增加,城市交通面临“三难一乱”(行车难、停车难、公交难、交通秩序乱)的困惑。近年,不少城市公交行业开始实施公交优先政策,建设智能公交系统。然而,公交企业大力建立的智能公交系统,在员工使用中出现故障率高,信息孤岛,工作效率、服务水平、运营能力的提高不明显等现象,与建设目的产生较大出入。基于以上背景,本文以常州为例,从使用智能公交系统的公交员工的角度出发,在介绍快速公交和智能公交系统的框架结构、组成功能、服务内容、特性的基础上,进行智能公交系统服务质量员工满意度的理论和实证研究,以期提升智能公交系统服务企业员工的效率和服务水平。本文以公交企业为研究主体,以面向员工的智能公交系统满意度为研究对象,参照用户满意度的研究成果,运用描述性分析、线性回归分析、层次分析法以及模糊综合评价法,通过对公交员工问卷调查、专家访谈和阅读国内外研究文献,建立面向员工的智能公交系统满意度评价指标体系,从“系统性能”、“运营服务”“应急管理”和“内部管理”4大维度,9个具体指标,对智能公交系统进行满意度评价。本文使用层次分析法确定权重,使用模糊综合评价法进行满意度评价,实现定性分析与定量分析的有效结合。通过实证研究来证明该理论方法的可行性和科学性,提供一种有效、科学的满意度评价方法。最后,根据常州公交实际情况,对研究结果进行说明,对智能公交系统提出改进方向和方法。
[Abstract]:With the development of urbanization in our country, the urban population is expanding and the motor vehicle is increasing day by day. The urban traffic is faced with the confusion of "three difficulties and one mess" (driving difficulty, parking difficulty, public transportation difficulty, traffic order disorder). In recent years, many urban public transport industry began to implement bus priority policy, the construction of intelligent public transport system. However, the intelligent public transport system, which is established by public transport enterprises, has a high failure rate in the use of employees, isolated information, work efficiency, service level, operation ability and other phenomena, which is different from the purpose of construction. Based on the above background, this paper takes Changzhou as an example, from the point of view of bus employees who use intelligent bus system, introduces the frame structure, function, service content and characteristics of bus rapid transit and intelligent bus system. In order to improve the efficiency and service level of employees in intelligent public transport system, the theoretical and empirical research on employee satisfaction of intelligent public transport system service quality is carried out. This paper takes the bus enterprise as the main body of study, regards the employee-oriented intelligent bus system satisfaction as the research object, consults the user satisfaction research result, uses the descriptive analysis, the linear regression analysis, the analytic hierarchy process and the fuzzy comprehensive evaluation method. Through the questionnaire survey of bus employees, experts interview and reading the domestic and foreign research literature, the evaluation index system of the satisfaction degree of intelligent bus system for employees is established, which is based on the "system performance". "Operation Service", "Emergency Management" and "Internal Management" are four dimensions and nine specific indicators to evaluate the satisfaction of intelligent public transport system. In this paper, the analytic hierarchy process (AHP) is used to determine the weight and the fuzzy comprehensive evaluation method is used to evaluate the satisfaction degree, which realizes the effective combination of qualitative analysis and quantitative analysis. Through empirical research to prove the feasibility and scientific nature of the theoretical method, and provide an effective and scientific satisfaction evaluation method. Finally, according to the actual situation of Changzhou bus, the research results are explained, and the improvement direction and method of intelligent bus system are put forward.
【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】：U495

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