城市道路用户满意度评价——以南通市为例

Customer satisfaction evaluation method for urban road——a case study of Nantong

通过分析影响城市道路用户满意度的主要因素,建立了城市道路用户满意度评价指标体系。以南通市为例,采用满意度问卷调查法,通过李克特量表法对评价指标进行量化;基于FCE-AHP模型对南通市城市道路用户满意度进行综合评价,综合满意度为3.56,接近于比较满意,其中,舒适水平和信息化水平是南通市未来提升城市道路服务水平的工作重点;采用交叉分析法对不同城市道路用户特征进行满意度差异分析,结果表明,宜根据不同的用户需求提供差异化的城市道路服务,重点改善出行时间长、驾驶公交车和出租车用户的城市道路使用体验,特别关注老龄用户的城市道路出行服务,以应对南通的深度老龄化趋势。

By analyzing the main factors influencing the urban road customer satisfaction,this paper establishes an evaluation index system of urban road customer satisfaction.Taking Nantong for a case study,this paper uses the satisfaction questionnaire investigation,and takes the Likert scale method to quantitate the evaluation indexes.Based on FCE-AHP model,this paper makes a comprehensive evaluation for Nantong urban road customer satisfaction.The comprehensive satisfaction value is 3.56,the satisfaction level is close to satisfied.In the future,the comfort level and information level are key aspects for improving urban road service level in Nantong.By cross analysis,this paper carries a satisfaction variance analysis for different features of urban road customer.The results show that we should provide different urban road service according to different customer needs.The key tasks are improving customer experience for the long travel time,driving buses and taxis,and pay special attention to the older customers of urban road,to cope with the depth of aging trend in Nantong.