摘要
基于顾客满意度模型,挖掘政府购买服务背景下的公交满意度影响机理,从硬件(产品满意度)和软件(服务满意度)两维度构建公共交通满意评价体系;其次,利用结构方程模型确定各公交服务属性在预测整体满意度方面的重要性,采用重要性—绩效分析方法确定公共交通满意度指标的改善优先级;最后,以北京某区为例进行实证。结果显示,公共交通软件(服务满意度)的相对重要性高于硬件(产品满意度),采用重要性-绩效分析方法识别公共交通满意度属性的改善优先级,制定并实施改进策略后,满意度提升9.9%。研究为政府购买服务背景下的公共交通服务水平提升、政策建议和策略制定提供理论支撑。
Based on the customer satisfaction model,the influence mechanism of satisfaction under the background of government s purchasing public transportation service is explored,and the public transportation satisfaction evaluation system is constructed from two dimensions:hardware(product satisfaction)and software(service satisfaction).Secondly,the structural equation model is used to determine the importance of each public transportation service attribute in predicting the overall satisfaction,and the an Importance-Performance Analysis(IPA)is applied to determine the improvement priorities of the public transport satisfaction indicators.Finally,a case study about a district in Beijing is taken.The results reveal that the importance of software(service satisfaction of public transportation)is higher than that of hardware(product satisfaction of public transportation).Based on the IPA method,the improvement priorities of public transport satisfaction are identified.By formulating and implementing the improvement and promotion strategies,the satisfaction increased by 9.9%,which indicated that our research can provide theoretical support for the improvement of public transport service level in the context of government purchase of services,policy recommendations and strategy formulation.
作者
韩艳
赵昊
果林峰
袁昌银
王宇晨
HAN Yan;ZHAO Hao;GUO Linfeng;YUAN Changyin;WANG Yuchen(Key Laboratory of Traffic Engineering Beijing University of Technology,Beijing 100124,China;Laboratory of Transport Safety and Emergency Technology Transport Planning and Research Institute,Beijing 100028,China)
出处
《交通工程》
2024年第6期34-40,共7页
Journal of Transportation Engineering
基金
国家自然科学基金(71971005)。
关键词
城市公共交通
公共交通服务质量
重要性-绩效矩阵
满意度评价
政府购买服务
顾客满意度理论
urban public transportation
bus services quality
importance-performance matrix
satisfaction evaluation
government s purchasing healthcare service
customer satisfaction theory