轨道乘客全出行链体验及服务提升策略分析

Analysis of Experience and Service Improvement Strategies Based on the Trip Chain of Transit Rail Passengers

国内轨道交通发展更多关注设施的供给,更重视轨道交通设施的空间规划和布局,而对使用者即乘客的体验、切身需求及精准的服务响应缺乏重视。通过面向轨道乘客全出行链服务体验的意向性调查,了解轨道乘客对轨道交通服务的真实体验与出行链各环节切身需求,尝试分析乘客基本特征画像并分类,基于不同类别乘客体验特征分析,从增强高频乘客乘车黏性、非轨道乘客向高频乘客转移及热点片区改善等方面探讨相应服务提升策略。

The development of domestic rail transit focuses on the supply of facilities, the spatial planning and layout of facilities. However, passenger experience, personal needs and accurate service response are lack of attention. Through conducting the survey of rail transit passengers about service experience of the whole trip chain, the paper explores the real passenger experience and passenger personal needs on each process of the trip chain and attempt to analyze and classify the basic characteristics of passengers. Based on the analysis on different types of passenger experience characteristics, the improvement strategies about keeping high frequency passengers travel stickiness, low frequency passengers transferring to high frequency and improving the service on hot spot would be discussed.