城市轨道交通通勤乘客心理及运营对策分析

Analysis on Commuters' Psychology and the Operation Strategy of Urban Rail Transit

分析城市轨道交通通勤乘客的心理特征,有助于改善轨道交通系统的服务质量,提高其在城市交通系统中的分担率。从公共交通通勤者的一般心理过程出发,从时效心理、实惠心理、舒适心理、愉悦心理等四个角度,阐述了公共交通通勤者,特别是城市轨道交通通勤者的共性心理特征。研究表明,时效性和舒适性是城市轨道交通通勤者的核心心理特征。在此基础上,结合北京地铁实例,提出了轨道交通服务对策,以尽可能满足通勤者的心理要求。

To enhance the service quality and the sharing rate of rail transit in urban traffic system, it is important to analyse the commuters＇ psychological characteristics of public transportation. This paper defines the common psychological characteristics of commuters from four aspects： actual, effective, comfortable and pleasant psychologies. This study shows that the actual and comfortable psychologies are the core psychological characteristics of commuters, and therefore discusses the countermeasures in every stage of public transportation serice so as to satisfy the commuters＇ psychological demands especially studied in the case of Beijing subway.