基于乘客满意度的太原地铁服务质量研究

Study on the Service Quality of Taiyuan Subway Based on Passenger Satisfaction

太原地铁由于目前运营时间短,缺乏管理服务经验,因此有必要开展乘客满意度调查研究。研究以SERVQUAL模型为基础,以响应性、有形性、可靠性、合理性、便捷性五个维度为原则设计调查问卷,对问卷进行梳理和数据分析。研究显示:五个维度得分分别为:-0.25、-0.37、-0.46、-0.58、-0.78,其中,二级指标中Q_(12)、Q16、Q_(17)、Q_(20)得分较低分别为:-0.63、-1.24、-0.61、-0.84,最后根据调查结果提出了相关建议,以期可以提升太原市地铁服务水平。

Due to the short operation time,Taiyuan Metro lacks management and service experience.Therefore,it is necessary to carry out passenger satisfaction survey and research.The research is based on SERVQUAL model,and the questionnaire is designed based on five dimensions of responsiveness,tangibility,reliability,rationality and convenience,and the questionnaire is sorted and analyzed.The research shows that the scores of each of the five dimensions are-0.25,-0.37,-0.46,-0.58 and-0.78 respectively.Among the secondary indicators,the lower scores of Q_(12),Q16,Q_(17) and Q_(20) are-0.63,-1.24,-0.61 and-0.84 respectively.Finally,according to the survey results,relevant suggestions are put forward in order to improve the service level of Taiyuan Metro.