影响天津市轨道交通公众满意度的因素研究

发布时间：2018-10-11 12:09

【摘要】：城市轨道交通作为大中型城市居民的主要出行工具,为公众提供最基本的出行服务。新公共管理思潮和服务型政府的建设均要求公共服务必须以公众满意为导向。供给侧改革的提出亦是要求城市轨道交通提供的服务要迎合公众需求,达到公众满意。所以,本文将满意度理论和服务剧场理论引入影响城市轨道交通公众满意度的因素研究,通过实证调查准确获取影响公众满意度的重要影响因素,并提出针对性有效改善建议。本文借鉴了美国顾客满意度指数模型(ACSI)的模型框架,沿用了中国顾客满意度指数模型(CCSI)的衍生变量——顾客忠诚,在ACSI和CCSI的基础上构建了天津市轨道交通公众满意度模型(RTPSI)。天津市轨道交通公众满意度模型(RTPSI)共包括五个变量:公众期望、感知质量、感知价值、公众满意、公众忠诚。感知质量下分四个维度由服务剧场理论的四个维度转换而来,包括:乘客配合度、服务人员、列车服务、场所设施。本文依照假设模型和理论分析得出的影响天津市轨道交通的主要因素构建了调查量表,对预调查量表进行信度分析、探索性因子分析,得到修正后的正式调查量表。采用结构方程的定量分析法对正式调查数据进行验证性因子分析,修正天津市轨道交通公众满意度模型(RTPSI)。实证研究结果显示:公众期望、感知质量、感知价值均显著正影响公众满意;公众期望显著正影响感知质量、感知价值;感知质量显著正影响感知价值;公众满意显著正影响公众忠诚。本文以结构方程模型的实证结论为依据,针对影响公众满意的因素提出了有益于提高天津市轨道交通公众满意度的管理措施,包括充分了解公众需求,使服务供给与公众需求相匹配;提高服务性价比。运用重要性-满意度的四分图具体分析了感知质量下属四个维度具体急需改进的方面,包括加强秩序管理;提高员工服务意识;因地因时制宜的改善列车运营管理;改善站内自动售票机、检票闸机等硬件设施。
[Abstract]:As the main travel tool for the residents of large and medium-sized cities, urban rail transit provides the most basic travel services for the public. The trend of new public management and the construction of service-oriented government require that public service should be oriented to public satisfaction. The proposal of supply-side reform also requires the services provided by urban rail transit to meet the needs of the public and achieve public satisfaction. Therefore, this paper introduces the theory of satisfaction and the theory of service theater into the study of the factors that affect the public satisfaction of urban rail transit, obtains the important factors that affect the public satisfaction accurately through the empirical investigation, and puts forward some effective suggestions for improving the public satisfaction. Based on the model framework of American customer satisfaction index model (ACSI) and the derivative variable of Chinese customer satisfaction index model (CCSI), customer loyalty, this paper constructs the public satisfaction model (RTPSI). Of Tianjin rail transit based on ACSI and CCSI. Tianjin Mass Transit Public satisfaction Model (RTPSI) includes five variables: public expectation, perceived quality, perceived value, public satisfaction and public loyalty. The perceived quality is divided into four dimensions, which are transformed by the four dimensions of service theater theory, including passenger cooperation, service personnel, train service, and venue facilities. According to the hypothetical model and the theoretical analysis, this paper constructs the investigation scale, analyzes the reliability and exploratory factor analysis of the pre-investigation scale, and obtains the revised formal investigation scale. The quantitative analysis method of structural equation is used to validate the formal survey data, and the public satisfaction model of Tianjin Rail Transit (RTPSI).) is revised. The empirical results show that: public expectations, perceived quality, perceived value are significantly positive impact on public satisfaction, public expectations significantly positive impact on perceived quality, perceived value, perceived quality significantly positive impact on perceived value; Public satisfaction is significantly affecting public loyalty. Based on the empirical conclusion of the structural equation model, this paper puts forward some management measures to improve the public satisfaction of Tianjin rail transit, including fully understanding the public demand, aiming at the factors that affect public satisfaction. To match the service supply with the public demand; to improve the cost-performance ratio of the service. Using the quadrilateral diagram of importance-satisfaction, the paper analyzes the four dimensions of perceived quality that need to be improved, including strengthening order management, improving staff's service consciousness, improving train operation management according to local conditions. Improve the station automatic ticket machine, ticket gate and other hardware facilities.
【学位授予单位】：天津商业大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：C912.6

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