| 基于乘客满意度的城市轨道交通车站服务质量评价研究 |
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| 引用本文： | 钱雅倩.基于乘客满意度的城市轨道交通车站服务质量评价研究[J].城市轨道交通研究,2017,20(7). |
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| 作者姓名： | 钱雅倩 |
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| 作者单位： | 上海地铁第一运营有限公司,200003,上海 |
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| 摘 要： | 通过分析城市轨道交通车站客运服务的特征及其影响因素,基于顾客满意度理论,从安全可靠、高效便捷、功能完善、文明舒适、投诉抱怨5个维度构建了城市轨道交通车站服务质量评价指标体系。以上海轨道交通徐家汇枢纽站为实例进行了乘客满意度测评,基于各项满意度指标的平均分值,分析了徐家汇枢纽站客运服务中存在的问题,并从内部和外部两个视角提出了提高城市轨道交通车站服务质量的对策。
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| 关 键 词： | 城市轨道交通车站 乘客满意度 服务质量评价 |
Service Quality Improvement of Urban Rail Transit Station Based on Passenger Satisfaction |
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| QIAN Yaqian.Service Quality Improvement of Urban Rail Transit Station Based on Passenger Satisfaction[J].Urban Mass Transit,2017,20(7). |
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| Authors: | QIAN Yaqian |
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| Abstract: | By analyzing the characteristics and influencing factors of urban rail transit station service based on customer satisfaction,an evaluation index system of service quality for urban rail transit station is formed in five dimensions:safety & reliability,efficiency & convenience,perfect function,civilized comfort and complaint reception.A passenger satisfaction evaluation is conducted at Xujiahui Junction Station of Shanghai metro,and according to the evaluation results,countermeasures are put forward to improve rail transit station service from internal and external perspectives. |
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| Keywords: | urban rail transit station passenger satisfaction service quality evaluation |
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