寒冷地区城市公交服务满意度评价研究
发布时间：2018-11-05 11:02
【摘要】：随着城市的快速发展,交通拥堵问题日益突出,公共交通在解决城市交通问题方面发挥着越来越重要的作用。寒冷地区冬季漫长,冰雪天气多发,恶劣的气候条件给人们的出行带来了严重影响,寒冷地区政府管理部门也更加注重提升公交的服务水平,以此来吸引更多的出行者选择公交出行。因此通过研究乘客满意度水平,发现冬季公交服务方面存在的不足,并提出相应的改善措施,可为管理部门的决策提供支持,具有一定的研究意义。本文以寒冷地区冬季公交服务满意度为评价对象,首先在对顾客满意度理论进行深入分析的基础上,将其引入到公交乘客满意度的研究中,建立公交乘客满意度结构方程模型,确定模型变量,并对寒区城市公交服务满意度情况开展问卷调查。然后基于问卷调查的数据分析,利用结构方程模型筛选出冬季和夏季影响乘客满意度的主要因素,通过冬季和夏季指标权重的对比分析,准确、客观的筛选出能够反映寒冷地区冬季公交服务特性的评价指标,从乘客的角度建立了公交服务满意度评价指标体系。在对各种综合评价方法进行对比分析的基础上,从乘客的角度出发,采用模糊积分的评价方法对寒冷地区冬季和夏季的公交服务满意度进行综合评价,并进行对比分析发掘冬季公交服务中存在的不足。然后利用数据包络分析(Data Envelopment Analysis,DEA)评价模型,从公交企业运营投入和乘客满意度两方面对公交线路的服务水平进行评价研究,并对评价模型进行了改进,验证了改进的DEA评价模型的有效性,应用改进的DEA评价模型不仅得到了公交线路的服务满意度水平,而且给出了非DEA有效线路的调整方向和调整程度。最后,针对公交运行和服务中存在的不足,本文从公交运营者和管理者两方面提出改进的建议,为寒冷地区冬季城市公交规划和管理提供理论依据。
[Abstract]:With the rapid development of cities, traffic congestion is becoming more and more prominent. Public transport plays an increasingly important role in solving urban traffic problems. Winter in cold areas is long, snow and ice are frequent, bad weather conditions have seriously affected people's travel, and government departments in cold areas have also paid more attention to improving the service level of public transport. In order to attract more travelers to choose bus travel. Therefore, by studying the level of passenger satisfaction, we can find the shortage of bus service in winter, and put forward the corresponding improvement measures, which can provide support for the decision-making of the management department, and have certain research significance. This paper takes the winter bus service satisfaction in the cold area as the evaluation object. Firstly, based on the in-depth analysis of customer satisfaction theory, it is introduced into the research of bus passenger satisfaction, and the structural equation model of bus passenger satisfaction is established. The model variables were determined, and a questionnaire survey was carried out on the satisfaction of urban public transport services in cold areas. Then, based on the data analysis of questionnaire, the main factors influencing passenger satisfaction in winter and summer are selected by using structural equation model. Through the comparative analysis of index weights in winter and summer, the results are accurate. The evaluation indexes which can reflect the characteristics of public transport service in winter in cold regions are screened objectively, and the evaluation index system of bus service satisfaction is established from the point of view of passengers. Based on the comparative analysis of various comprehensive evaluation methods and from the point of view of passengers, a fuzzy integral evaluation method is used to evaluate the satisfaction degree of bus service in winter and summer in cold areas. And carries on the contrast analysis excavates the winter public transportation service in the existence insufficiency. Then, using the data envelopment analysis (Data Envelopment Analysis,DEA) evaluation model, the service level of the bus line is evaluated and studied from the aspects of operation investment and passenger satisfaction, and the evaluation model is improved. The effectiveness of the improved DEA evaluation model is verified. The application of the improved DEA evaluation model not only obtains the service satisfaction level of the bus line, but also gives the adjustment direction and the adjustment degree of the non-DEA effective line. Finally, in view of the shortage of bus operation and service, this paper puts forward some suggestions from the aspects of bus operators and managers to provide theoretical basis for urban bus planning and management in cold winter.
【学位授予单位】：哈尔滨工业大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：U491.17
本文编号：2311860
[Abstract]:With the rapid development of cities, traffic congestion is becoming more and more prominent. Public transport plays an increasingly important role in solving urban traffic problems. Winter in cold areas is long, snow and ice are frequent, bad weather conditions have seriously affected people's travel, and government departments in cold areas have also paid more attention to improving the service level of public transport. In order to attract more travelers to choose bus travel. Therefore, by studying the level of passenger satisfaction, we can find the shortage of bus service in winter, and put forward the corresponding improvement measures, which can provide support for the decision-making of the management department, and have certain research significance. This paper takes the winter bus service satisfaction in the cold area as the evaluation object. Firstly, based on the in-depth analysis of customer satisfaction theory, it is introduced into the research of bus passenger satisfaction, and the structural equation model of bus passenger satisfaction is established. The model variables were determined, and a questionnaire survey was carried out on the satisfaction of urban public transport services in cold areas. Then, based on the data analysis of questionnaire, the main factors influencing passenger satisfaction in winter and summer are selected by using structural equation model. Through the comparative analysis of index weights in winter and summer, the results are accurate. The evaluation indexes which can reflect the characteristics of public transport service in winter in cold regions are screened objectively, and the evaluation index system of bus service satisfaction is established from the point of view of passengers. Based on the comparative analysis of various comprehensive evaluation methods and from the point of view of passengers, a fuzzy integral evaluation method is used to evaluate the satisfaction degree of bus service in winter and summer in cold areas. And carries on the contrast analysis excavates the winter public transportation service in the existence insufficiency. Then, using the data envelopment analysis (Data Envelopment Analysis,DEA) evaluation model, the service level of the bus line is evaluated and studied from the aspects of operation investment and passenger satisfaction, and the evaluation model is improved. The effectiveness of the improved DEA evaluation model is verified. The application of the improved DEA evaluation model not only obtains the service satisfaction level of the bus line, but also gives the adjustment direction and the adjustment degree of the non-DEA effective line. Finally, in view of the shortage of bus operation and service, this paper puts forward some suggestions from the aspects of bus operators and managers to provide theoretical basis for urban bus planning and management in cold winter.
【学位授予单位】：哈尔滨工业大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：U491.17
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