基于政府监管的铁路旅客运输服务质量综合评价体系与方法研究

发布时间：2017-12-28 14:15

  本文关键词：基于政府监管的铁路旅客运输服务质量综合评价体系与方法研究　出处：《北京交通大学》2016年博士论文　论文类型：学位论文

  更多相关文章： 铁路 旅客运输 服务质量 综合评价

【摘要】：由于铁路旅客运输的复杂性和网络性特征,对铁路旅客运输服务质量的综合评价是一项极为复杂的工作。铁路旅客运输服务质量综合评价是对一定时期铁路旅客运输状态判断结果的描述,判断包括分析处理过程、监督管理效果、政策措施的影响等。铁路旅客运输服务质量综合评价最基本的目的就是促进铁路旅客运输的健康发展,基本要求是有效、可行、规范、准确、客观、公平。本文以政府对铁路行业的监管职责为基本出发点,以铁路旅客运输服务质量为研究对象,以综合评价体系和方法为研究目标,由铁路旅客运输服务质量综合评价的需求分析入手,分别从综合评价基础理论、综合评价体系、综合评价指标、综合评价实施方案与实证分析等方面进行建模分析,研究内容层层递进,构成一个点、线、面的研究结构。本论文的主要研究内容包括:(1)铁路旅客运输服务质量综合评价的需求分析。由铁路旅客运输服务质量综合评价的关键因素入手,分别从社会需求、目标需求和业务逻辑需求三个方面对综合评价需求进行分析。(2)铁路旅客运输服务质量综合评价基础理论研究。从铁路旅客运输服务质量的评价对象入手,分析了铁路旅客运输服务质量综合评价的理论基础,确定了综合评价指标权数计算模型,阐述了铁路旅客运输服务质量综合评价的方法选择,提出了对开展铁路旅客运输服务质量综合评价的初步设想。(3)铁路旅客运输服务质量综合评价体系研究。借鉴产业发展理论,构建铁路旅客运输服务质量综合评价参考模型,结合综合评价目标,提出由运输条件、运输市场、运输产出、运输与经济、运输安全、资源与环境、研究与开发7部分组成的综合评价体系框架。(4)铁路旅客运输服务质量综合评价指标研究。在铁路旅客运输服务质量综合评价体系框架的基础上,根据指标的作用和选取原则,确定了综合评价体系7个组成部分所对应的42个具体评价指标,并按评价指标的不同,提出采取结构百分点、比重百分点、直接取值3种方式给评价指标赋值。(5)铁路旅客运输服务质量综合评价方案研究。从综合评价技术入手,对综合评价的功能需求、逻辑结构和架构模式进行分析,设计了铁路旅客运输服务质量综合评价方案,并以"旅客满意度"指标为例进行实证分析,进一步论证了本文研究的铁路旅客运输服务质量综合评价方案的可行性。
[Abstract]:Due to the complexity and network characteristics of railway passenger transport, the comprehensive evaluation of railway passenger transport service quality is a very complex work. The comprehensive evaluation of railway passenger transport service quality is a description of the judging results of railway passenger transport in a certain period, including the analysis and processing process, the effect of supervision and management, and the influence of policy and measures. The basic purpose of comprehensive evaluation of railway passenger transport service quality is to promote the healthy development of railway passenger transport. The basic requirements are effective, feasible, standard, accurate, objective and fair. In this paper, the government supervision of the railway industry as the basic starting point, the railway passenger transport service quality as the research object, the comprehensive evaluation system and method as the research object, by the comprehensive evaluation of service quality of railway passenger transport demand analysis, comprehensive evaluation based respectively from the comprehensive evaluation theory, system, comprehensive evaluation index, comprehensive evaluation the implementation scheme and empirical analysis and other aspects of modeling and analysis, the research content of progressive layers, constitute a point, line, surface structure. The main contents of this paper are as follows: (1) the demand analysis of the comprehensive evaluation of railway passenger transport service quality. Starting from the key factors of comprehensive evaluation of railway passenger transport service quality, this paper analyzes the needs of comprehensive evaluation from three aspects: social demand, objective demand and business logic demand. (2) research on the basic theory of comprehensive evaluation of railway passenger transport service quality. Starting from the railway passenger transport service quality evaluation object, analyzes the theoretical basis of comprehensive evaluation of railway passenger transport service quality, set up comprehensive evaluation index weight calculation model, introduces the comprehensive evaluation method of railway passenger transport service quality, put forward the tentative plan for carrying out a comprehensive evaluation of railway passenger transport service quality. (3) research on comprehensive evaluation system of railway passenger transport service quality. From the theory of industrial development, the comprehensive evaluation of railway passenger transport service quality to construct the reference model, combined with the comprehensive evaluation target, put forward by the conditions of transport, transport market, transport, transportation and economic output, transportation safety, resources and environment, the research and development of the 7 part of a comprehensive evaluation system framework. (4) research on comprehensive evaluation index of railway passenger transport service quality. In the framework of comprehensive evaluation system of railway passenger transport service quality, according to the index function and the selection principle, set up comprehensive evaluation system of 7 components corresponding to the 42 specific evaluation index and evaluation index, according to the different points, puts forward the structure than the heavy percentage, 3 ways to direct the value evaluation index assignment. (5) research on comprehensive evaluation of railway passenger transport service quality. Starting from the comprehensive evaluation technology, analyzes the logical structure and framework of comprehensive evaluation, functional requirements, design the comprehensive evaluation of service quality of railway passenger transport scheme, and the "passenger satisfaction index" as an example, further demonstrates the feasibility of the comprehensive evaluation of railway passenger transport service quality research program.
【学位授予单位】：北京交通大学
【学位级别】：博士
【学位授予年份】：2016
【分类号】：F532;U293.1
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本文编号：1346329