【摘要】：地鐵作為城市基礎設施建設,是城市經濟實力的象征,對城市發(fā)展起到積極推動作用。同時地鐵也是一種特殊的服務行業(yè),在提供服務的過程中必然會產生一系列問題,成為乘客關注的焦點。對地鐵乘客滿意情況的評價對于地鐵公司的發(fā)展以及城市軌道交通服務行業(yè)的的整體運營有重要意義。首先,歸納總結乘客滿意度相關理論,并實地考察南昌地鐵運營服務現(xiàn)狀�？紤]到顧客滿意度是一種心理狀態(tài)和自我感受,對其進行評價時具有多層次性和不確定性,故采用適合人們思維方式的模糊綜合評價法對地鐵乘客滿意度進行整體定性定量分析。此外,選取滿意度重要性矩陣作為輔助工具,具體分析乘客滿意情況和需求,為地鐵服務改進指明方向。其次,以中國顧客滿意度指數(shù)模型為基礎,將模型中影響顧客滿意度的4個前提變量結合地鐵服務行業(yè)特性轉化為可觀測的9個主要因素,分別為導向指引、乘車環(huán)境、方便快捷、秩序與安全、設備設施、員工服務、票務服務、信息宣傳和商業(yè)配套。在此基礎上構建乘客滿意度評價指標體系,并選取李克特量表量化指標,采用層次分析法確定各級指標權重。再次,秉承“以人為本”的理念。以乘客滿意為中心,從乘客自身和乘坐地鐵的感受兩方面設計調查問卷。問卷設計完成后先進行預調查,根據(jù)預調查結果檢驗問卷可信度和有效性并完成問卷修訂與完善。調查正式實施過程主要采用隨機攔截和訪談的方式,為提高調查效率,采用二維碼電子問卷輔助調查。在問卷回收后,對問卷進行篩選,剔除無效問卷,保證數(shù)據(jù)的有效性。最后,以南昌地鐵1號線為實例,對地鐵乘客整體滿意度進行評價。本文根據(jù)模糊綜合評價模型,通過一級、二級綜合模糊評價分析得到的結果顯示南昌市地鐵乘客滿意度級別為“比較滿意”,總體滿意度得分為3.88。在利用層次分析法確定權重時得到,對乘客滿意度影響較大的3個因素排序為:秩序與安全方便快捷導向指引。此外,結合滿意度重要性矩陣分析,目前急需改進的因素為方便快捷性。具體指標體現(xiàn)為首末班車時間設置、換乘其他交通工具便利性以及進出站口的停車設施。最后,整理乘客不滿意的因素并提出針對性、建設性的建議。結合南昌地鐵服務的戰(zhàn)略目標和實情,提出優(yōu)化地鐵乘客滿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.
【學位授予單位】：江西財經大學
【學位級別】：碩士
【學位授予年份】：2017
【分類號】：C912.6

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