寒冷地區(qū)城市公交服務滿意度評價研究
發(fā)布時間：2018-11-05 11:02
【摘要】：隨著城市的快速發(fā)展,交通擁堵問題日益突出,公共交通在解決城市交通問題方面發(fā)揮著越來越重要的作用。寒冷地區(qū)冬季漫長,冰雪天氣多發(fā),惡劣的氣候條件給人們的出行帶來了嚴重影響,寒冷地區(qū)政府管理部門也更加注重提升公交的服務水平,以此來吸引更多的出行者選擇公交出行。因此通過研究乘客滿意度水平,發(fā)現(xiàn)冬季公交服務方面存在的不足,并提出相應的改善措施,可為管理部門的決策提供支持,具有一定的研究意義。本文以寒冷地區(qū)冬季公交服務滿意度為評價對象,首先在對顧客滿意度理論進行深入分析的基礎上,將其引入到公交乘客滿意度的研究中,建立公交乘客滿意度結構方程模型,確定模型變量,并對寒區(qū)城市公交服務滿意度情況開展問卷調(diào)查。然后基于問卷調(diào)查的數(shù)據(jù)分析,利用結構方程模型篩選出冬季和夏季影響乘客滿意度的主要因素,通過冬季和夏季指標權重的對比分析,準確、客觀的篩選出能夠反映寒冷地區(qū)冬季公交服務特性的評價指標,從乘客的角度建立了公交服務滿意度評價指標體系。在對各種綜合評價方法進行對比分析的基礎上,從乘客的角度出發(fā),采用模糊積分的評價方法對寒冷地區(qū)冬季和夏季的公交服務滿意度進行綜合評價,并進行對比分析發(fā)掘冬季公交服務中存在的不足。然后利用數(shù)據(jù)包絡分析(Data Envelopment Analysis,DEA)評價模型,從公交企業(yè)運營投入和乘客滿意度兩方面對公交線路的服務水平進行評價研究,并對評價模型進行了改進,驗證了改進的DEA評價模型的有效性,應用改進的DEA評價模型不僅得到了公交線路的服務滿意度水平,而且給出了非DEA有效線路的調(diào)整方向和調(diào)整程度。最后,針對公交運行和服務中存在的不足,本文從公交運營者和管理者兩方面提出改進的建議,為寒冷地區(qū)冬季城市公交規(guī)劃和管理提供理論依據(jù)。
[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.
【學位授予單位】：哈爾濱工業(yè)大學
【學位級別】：碩士
【學位授予年份】：2015
【分類號】：U491.17
本文編號：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.
【學位授予單位】：哈爾濱工業(yè)大學
【學位級別】：碩士
【學位授予年份】：2015
【分類號】：U491.17
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