基于旅客满意度的纵向卧铺车厢创新设计研究

Research on Innovative Design of Longitudinal Sleeper Car Based on Passenger Satisfaction

新型3X可变编组动车组在编组方式和旅客界面等方面进行了大胆创新,其中卧铺车厢将传统横向卧铺布置方式改为纵向卧铺布置,空间私密性提升,定员显著增加。为获取旅客对新型卧铺车厢旅客界面的满意度,首先根据领域专家意见确定旅客界面评价指标因素,利用五级李克特量表对指标进行满意度调研;然后根据评分结果,利用因子分析法对评价指标进行筛选和层次划分;接着采用模糊综合评价法计算各一级指标和二级指标权重及满意度均值;再采用IPA分析法测评各评价指标因素的重要程度和满意程度。调研结果表明旅客对该卧铺车厢满意度较高,纵向卧铺布置方式更符合旅客的心理期望。同时根据分析结果对卧铺车厢的设计提出了改进建议。

The new 3 X changeable marshalling EMU has conducted bold innovations in aspects like marshalling mode and passenger interface.For instance,the sleeping car has changed the traditional horizontal sleeper layout into the longitudinal sleeper layout,which not only improves the privacy of the space,but also significantly increases the capacity of passengers.To obtain passengers’satisfaction with the passenger interface of the new sleeping car,experts in the field were firstly invited to determine the evaluation index factors of the passenger interface,and a five-level Likert scale was adopted to implement a satisfaction investigation on the index.Subsequently,according to the scoring results,the evaluation indexes are screened and divided into different levels through factor analysis.Firstly,the fuzzy comprehensive evaluation method was employed to calculate the weights of each first-level index and second-level index and the mean of satisfaction degree.Secondly,IPA analysis method was employed to evaluate the importance and satisfaction degree of each evaluation index factor.As the results reveal,passengers are generally satisfied with the sleeping car and the longitudinal sleeper layout is more consistent with the passenger’s psychological expectation.In the meantime,based on the analysis results,some countermeasures are proposed for the design improvement of sleeping car.