【摘要】：統(tǒng)籌城鄉(xiāng)客運一體化發(fā)展是協(xié)調(diào)城鄉(xiāng)經(jīng)濟社會發(fā)展，服務(wù)社會主義新農(nóng)村建設(shè)，建立健全社會基本公共服務(wù)體系的一項重要內(nèi)容。近年來，各級政府和交通運輸管理部門正在積極推進城鄉(xiāng)客運一體化，城鄉(xiāng)客運也逐漸成為交通運輸行業(yè)重點研究的問題。城鄉(xiāng)客運相對于其他形式的客運運輸，有其獨特的運行環(huán)境特點。由于車況、路況以及駕駛員等多種因素，我國城鄉(xiāng)客運交通事故發(fā)生頻率較高。建立符合我國實際的城鄉(xiāng)客運安全監(jiān)管體系，規(guī)范城鄉(xiāng)客運服務(wù)質(zhì)量要求，推進城鄉(xiāng)客運服務(wù)質(zhì)量評價有利于提高城鄉(xiāng)客運安全水平，有助于城鄉(xiāng)客運一體化建設(shè)。 本文在介紹我國城鄉(xiāng)客運安全現(xiàn)狀的基礎(chǔ)上，研究了我國城鄉(xiāng)客運事故類型特點，主要包括道路交通事故、公交車起火燃燒事故以及乘客傷害事故，并結(jié)合安全系統(tǒng)工程，從事故中分析了影響我國城鄉(xiāng)客運安全的因素。為了建立城鄉(xiāng)客運安全監(jiān)管體系，本文分析了安全監(jiān)管的法制基礎(chǔ)以及城鄉(xiāng)客運安全監(jiān)管中存在的問題，，確定了城鄉(xiāng)客運安全監(jiān)管的對象以及主要任務(wù)，建立了城鄉(xiāng)客運安全監(jiān)管框架，并確定了運輸管理機構(gòu)和城鄉(xiāng)客運企業(yè)的安全監(jiān)管職責(zé)。 本文以PZB的SERVQUAL五維度服務(wù)質(zhì)量評價量表為基礎(chǔ)，對安徽省廣德縣城鄉(xiāng)客運乘客進行調(diào)研，經(jīng)過數(shù)據(jù)處理，發(fā)現(xiàn)原SERVQUAL量表不完全適用于我國城鄉(xiāng)客運服務(wù)質(zhì)量評價。通過對城鄉(xiāng)客運乘客一般乘車過程進行分析和專家訪談，確定了城鄉(xiāng)客運服務(wù)質(zhì)量評價的18個指標，并以此18個指標建立調(diào)研表，對蘇州、常州、靖江三地的城鄉(xiāng)客運乘客進行調(diào)研。利用SPSS18.0軟件對調(diào)研數(shù)據(jù)進行處理，建立了符合我國城鄉(xiāng)客運特點的CXKY-SERVQUAL五維度（安全性、舒適性、便捷性、可靠性和經(jīng)濟性）、18個指標的服務(wù)質(zhì)量評價量表，并確定了五個維度和18個指標的權(quán)重。通過實證研究，測算出蘇州、常州、靖江三地城鄉(xiāng)客運服務(wù)質(zhì)量得分，并發(fā)現(xiàn)了乘客對各指標期望服務(wù)質(zhì)量和感知服務(wù)質(zhì)量之間的差距。 最后，本文對我國城鄉(xiāng)客運安全監(jiān)管和服務(wù)質(zhì)量評價提出了一些政策建議，并對本研究的局限性做了分析。
[Abstract]:To coordinate the integrated development of urban and rural passenger transport is an important part of coordinating the economic and social development of urban and rural areas, serving the construction of new socialist countryside, and establishing and perfecting the basic social public service system. In recent years, governments at all levels and transportation management departments are actively promoting the integration of urban and rural passenger transport, urban and rural passenger transport has gradually become a key research issue in the transport industry. Compared with other forms of passenger transport, urban and rural passenger transport has its unique operating environment characteristics. Due to many factors, such as vehicle condition, road condition and driver, the frequency of urban and rural passenger traffic accidents in China is higher. The establishment of urban and rural passenger transport safety supervision system, the standardization of urban and rural passenger transport service quality requirements, and the promotion of urban and rural passenger service quality evaluation are conducive to improve the level of urban and rural passenger transport safety, and contribute to the integration of urban and rural passenger transport. On the basis of introducing the current situation of urban and rural passenger transport safety in China, this paper studies the characteristics of urban and rural passenger transport accidents in China, mainly including road traffic accidents, bus burning accidents and passenger injury accidents, and combined with safety systems engineering. The factors affecting the safety of urban and rural passenger transport in China are analyzed from the accident. In order to establish the safety supervision system of urban and rural passenger transport, this paper analyzes the legal basis of safety supervision of urban and rural passenger transport and the problems existing in the supervision of urban and rural passenger transport safety, and determines the objects and main tasks of urban and rural passenger safety supervision. The regulatory framework of urban and rural passenger transport safety has been established, and the safety supervision responsibilities of transport management agencies and urban and rural passenger transport enterprises have been determined. Based on PZB's five-dimensional Service quality Assessment scale (SERVQUAL), this paper investigates urban and rural passenger passengers in Guangde County, Anhui Province. After data processing, it is found that the original SERVQUAL quantity table is not fully applicable to the evaluation of the service quality of urban and rural passenger transport in China. Based on the analysis of the general passenger travel process in urban and rural areas and the interview of experts, 18 indexes for evaluating the quality of urban and rural passenger transport services are determined, and based on these 18 indicators, a survey table is established for Suzhou, Changzhou, Jingjiang three places of urban and rural passenger survey. Using SPSS18.0 software to deal with the survey data, the five dimensions of CXKY-SERVQUAL (safety, comfort, convenience, reliability and economy) and the evaluation quantity of service quality of 18 indexes are established, which accord with the characteristics of urban and rural passenger transport in China. The weights of five dimensions and 18 indexes were determined. Through the empirical study, the paper calculates the service quality scores of urban and rural passenger transport in Suzhou, Changzhou and Jingjiang, and finds out the gap between the expected service quality and perceived service quality of passengers on each index. Finally, this paper puts forward some policy suggestions on the safety supervision and service quality evaluation of urban and rural passenger transport in China, and analyzes the limitations of this study.
【學(xué)位授予單位】：長安大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2013
【分類號】：U492.4;U492.8

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本文編號：2445932