南昌市地铁1号线乘客满意度及影响因素调查

发布时间：2018-07-24 19:41

【摘要】：地铁作为城市基础设施建设,是城市经济实力的象征,对城市发展起到积极推动作用。同时地铁也是一种特殊的服务行业,在提供服务的过程中必然会产生一系列问题,成为乘客关注的焦点。对地铁乘客满意情况的评价对于地铁公司的发展以及城市轨道交通服务行业的的整体运营有重要意义。首先,归纳总结乘客满意度相关理论,并实地考察南昌地铁运营服务现状。考虑到顾客满意度是一种心理状态和自我感受,对其进行评价时具有多层次性和不确定性,故采用适合人们思维方式的模糊综合评价法对地铁乘客满意度进行整体定性定量分析。此外,选取满意度重要性矩阵作为辅助工具,具体分析乘客满意情况和需求,为地铁服务改进指明方向。其次,以中国顾客满意度指数模型为基础,将模型中影响顾客满意度的4个前提变量结合地铁服务行业特性转化为可观测的9个主要因素,分别为导向指引、乘车环境、方便快捷、秩序与安全、设备设施、员工服务、票务服务、信息宣传和商业配套。在此基础上构建乘客满意度评价指标体系,并选取李克特量表量化指标,采用层次分析法确定各级指标权重。再次,秉承“以人为本”的理念。以乘客满意为中心,从乘客自身和乘坐地铁的感受两方面设计调查问卷。问卷设计完成后先进行预调查,根据预调查结果检验问卷可信度和有效性并完成问卷修订与完善。调查正式实施过程主要采用随机拦截和访谈的方式,为提高调查效率,采用二维码电子问卷辅助调查。在问卷回收后,对问卷进行筛选,剔除无效问卷,保证数据的有效性。最后,以南昌地铁1号线为实例,对地铁乘客整体满意度进行评价。本文根据模糊综合评价模型,通过一级、二级综合模糊评价分析得到的结果显示南昌市地铁乘客满意度级别为“比较满意”,总体满意度得分为3.88。在利用层次分析法确定权重时得到,对乘客满意度影响较大的3个因素排序为:秩序与安全方便快捷导向指引。此外,结合满意度重要性矩阵分析,目前急需改进的因素为方便快捷性。具体指标体现为首末班车时间设置、换乘其他交通工具便利性以及进出站口的停车设施。最后,整理乘客不满意的因素并提出针对性、建设性的建议。结合南昌地铁服务的战略目标和实情,提出优化地铁乘客满意度的的方法和策略。
[Abstract]:As a symbol of urban economic strength, subway plays an active role in urban development. At the same time, subway is also a special service industry, in the process of providing services will inevitably produce a series of problems, become the focus of attention of passengers. The evaluation of subway passenger satisfaction is of great significance to the development of metro company and the overall operation of urban rail transit service industry. First of all, summarizes the passenger satisfaction theory, and field inspection of Nanchang subway operation and service status. Considering that customer satisfaction is a state of mind and a feeling of self, and that its evaluation is multilayered and uncertain, Therefore, the fuzzy comprehensive evaluation method suitable for people's thinking mode is used to analyze the overall satisfaction degree of subway passengers qualitatively and quantitatively. In addition, the importance matrix of satisfaction degree is selected as the assistant tool to analyze the passenger satisfaction and demand in order to point out the direction for the improvement of subway service. Secondly, based on the Chinese customer satisfaction index model, the four premise variables of the model, combined with the characteristics of the subway service industry, are transformed into nine main observable factors, respectively, which are the guiding guide and the driving environment. Convenience, order and security, facilities, staff services, ticketing services, information promotion and commercial support. On this basis, the evaluation index system of passenger satisfaction is constructed, and the quantitative index of Likert scale is selected, and the weight of index at all levels is determined by analytic hierarchy process (AHP). Thirdly, adhering to the concept of "people-oriented". Taking passenger satisfaction as the center, the questionnaire is designed from two aspects: the passengers themselves and the feeling of taking the subway. After the design of the questionnaire is completed, the reliability and effectiveness of the questionnaire are tested according to the results of the preliminary survey, and the questionnaire is revised and perfected. In order to improve the efficiency of the investigation, the electronic questionnaire is used to assist the investigation. After the questionnaire is collected, the questionnaire is screened, and the invalid questionnaire is eliminated to ensure the validity of the data. Finally, taking Nanchang Metro Line 1 as an example, the overall satisfaction of subway passengers is evaluated. According to the fuzzy comprehensive evaluation model, the result of the first and second grade comprehensive fuzzy evaluation analysis shows that the satisfaction degree of subway passengers in Nanchang is "relatively satisfactory", and the overall satisfaction score is 3.88. When using AHP to determine the weight, the order of three factors which have a great influence on passenger satisfaction is: the guidance of order and safety, convenience and shortcut. In addition, considering the importance matrix of satisfaction degree, convenience and rapidity are urgently needed to be improved. The specific indicators are the timing of the first and last bus, the convenience of other means of transportation and the parking facilities at the exit. Finally, collate passenger dissatisfied factor and put forward pertinence, constructive suggestion. Combined with the strategic goal and reality of Nanchang metro service, the paper puts forward the methods and strategies to optimize the satisfaction of subway passengers.
【学位授予单位】：江西财经大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：C912.6

【参考文献】