城市轨道交通客运服务质量测评与优化研究

发布时间：2018-06-19 02:35

本文选题：城市轨道交通 + 客运服务质量　；参考：《南京理工大学》2013年硕士论文

【摘要】：为解决日益严重的城市交通拥挤问题,世界各国开始重视和发展城市公共交通,城市轨道交通系统作为一种可持续公共交通方式,更以其在解决城市交通拥堵、改善城市空间结构、保护城市环境、节约城市土地资源、促进城市精益发展等方面的突出表现,以及其便捷、安全、可靠、准点的功能特征,近些年来在世界和中国获得了长足的发展。安全运营是城市轨道交通的生命线,是最大的人文体现,若要真正将安全运营管理落到实处,需要在确保列车安全的前提下,最大限度地提高城市轨道交通客运服务质量,满足不断增长的车辆行车效率、效能和乘客舒适度水平的要求。因此,为了吸引客流,提升客运服务质量,需要高度重视城市轨道交通运营服务质量的客观测评方法和提升策略的研究。客观、全面的分析影响城市轨道交通客运服务质量的因素,是建立客运服务质量标准测评模型和指标体系的重要任务。本文根据城市轨道交通客运服务的特点,从乘客感知和企业运营两方面分析影响城市轨道交通客运服务质量的主要因素,建立了评价指标体系,并选取数字量表量化指标,选用层次分析法和因子分析法确定各级指标权重。在评价指标体系的基础上,构建了城市轨道交通客运服务质量测评模型,通过与美国顾客满意度指数(ACSI)模型对比,全面分析本文所建模型的特点与优势。最后采用偏最小二乘法(PLS)对测评模型进行求解。为了更为客观的应用与测评本文选用的测评模型,通过到南京地铁车站的实地调查,选取适应论文测评指标体系相应的反映轨道交通客运服务质量水平的数据,采用统计分析软件SPSS,对南京地铁的客运服务质量进行分析,并结合南京地铁实际运营现状数据对客运服务质量结果进行全面分析比较。最后通过质量功能展开(QFD)法,分析出乘客对南京地铁客运服务需求的关键质量特性,利用质量功能展开法的三阶段模式展开,提出优化南京客运服务质量的方法与策略。
[Abstract]:In order to solve the increasingly serious problem of urban traffic congestion, the world began to attach importance to and develop urban public transport, urban rail transit system as a sustainable mode of public transport, but also to solve urban traffic congestion. Improving urban spatial structure, protecting urban environment, saving urban land resources, promoting urban lean development, and its convenient, safe, reliable and punctual features, In recent years, great progress has been made in the world and in China. Safety operation is the lifeline of urban rail transit and the biggest humanistic embodiment. If the safety operation management is to be put into practice, it is necessary to improve the service quality of urban rail transit passenger transport to the maximum extent on the premise of ensuring train safety. To meet the increasing vehicle efficiency, efficiency and passenger comfort level requirements. Therefore, in order to attract passenger flow and improve the quality of passenger transport service, it is necessary to attach great importance to the objective evaluation methods and promotion strategies of urban rail transit service quality. Objective and comprehensive analysis of the factors affecting the service quality of urban rail transit passenger transport is an important task to establish the evaluation model and index system of passenger service quality standard. According to the characteristics of urban rail transit passenger transport service, this paper analyzes the main factors influencing the quality of urban rail transit passenger transport service from the aspects of passenger perception and enterprise operation, establishes the evaluation index system, and selects the quantitative index of the digital scale. Choose analytic hierarchy process and factor analysis to determine the weight of indexes at all levels. On the basis of the evaluation index system, the evaluation model of passenger service quality of urban rail transit is constructed, and the characteristics and advantages of this model are analyzed by comparing it with the ACSI model of American customer satisfaction index. Finally, the evaluation model is solved by partial least square method (PLS). In order to more objectively apply and evaluate the evaluation model selected in this paper, through the field investigation of Nanjing subway station, the data corresponding to the evaluation index system of the paper reflecting the service quality level of rail transit passenger transport are selected. The quality of passenger transport service of Nanjing Metro is analyzed by using the statistical analysis software SPSS, and combined with the actual operation data of Nanjing Metro, the results of service quality of passenger transportation are analyzed and compared in an all-round way. Finally, the key quality characteristics of passenger demand for Nanjing metro passenger service are analyzed by using the QFDs, and the methods and strategies of optimizing the service quality of Nanjing passenger transportation are put forward by using the three-stage model of the quality function expansion method.
【学位授予单位】：南京理工大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：U239.5;U293.1

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