车里雅宾斯克城市公共交通服务质量评价与提升策略研究

发布时间：2018-06-29 03:32

本文选题：车里雅宾斯克 + 城市公共交通　；参考：《大连海事大学》2017年硕士论文

【摘要】：在俄罗斯,公共交通一直在市民出行方面发挥着重要作用。公共交通在俄罗斯市场改革的前些年经历了一次十分严重的危机,但在最近几年情况相对稳定。然而,客运公司在日常经营中面临一些问题,主要是处理组织、技术和金融方面的问题。本文在阅读文献与社会调查基础上,运用公共治理理论,公共服务理论与质量评价理论作为理论基础,采取个案分析法,比较研究法等社会研究方法,对车里雅宾斯克城市公共交通服务质量进行评价,并提出了提升对策。本文共分为六章:第一章介绍了论文的选题背景及选题意义,国内外学者对城市公共交通问题的研究进展,以及论文的研究思路与研究方法;第二章梳理了与公共服务质量评价相关的概念及研究的理论基础;第三章介绍了车里雅宾斯克城市公共交通服务质量的发展现状,包括影响车里雅宾斯克城市公共交通服务质量的因素;第四章构建了车里雅宾斯克城市公共交通服务质量评价模型构建,包括组织的指标、技术的指标、顾客满意度指标;第五章介绍了国外城市公共交通服务质量提升的经验借鉴,包括美国,中国,欧洲等国家;第六章在前文的基础上,提出了改善车里雅宾斯克城市公共交通运输服务质量的对策建议。
[Abstract]:In Russia, public transport has been playing an important role in the travel of citizens. Public transport has experienced a serious crisis in the Russian market in previous years, but has remained relatively stable in recent years. However, passenger companies face some problems in their daily operations, mainly dealing with organizational, technical and financial issues. On the basis of reading literature and social investigation, this paper uses the theory of public governance, the theory of public service and the theory of quality evaluation as the theoretical basis, and adopts the method of case analysis, comparative research and other social research methods. This paper evaluates the service quality of Chelyabinsk city public transportation, and puts forward some countermeasures. This paper is divided into six chapters: the first chapter introduces the background and significance of the topic, the domestic and foreign scholars on urban public transport issues, as well as the research ideas and research methods; The second chapter combs the related concepts and the theoretical basis of the public service quality evaluation, the third chapter introduces the development status of the service quality of Che Yabinsk city public transportation. The fourth chapter constructs the evaluation model of the service quality of Cheriabinsk city public transportation, including the index of organization, the index of technology, the index of customer satisfaction. The fifth chapter introduces the experience of improving the quality of urban public transport services in foreign countries, including the United States, China, Europe and other countries. The countermeasures and suggestions for improving the quality of urban public transport service in Chelyabinsk are put forward.
【学位授予单位】：大连海事大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：C913.3

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