摘要
检索近年国内外客运服务质量相关文献,使用可视化分析软件分析研究的分布、种类、热点并对常用评价方法进行评述,以总结当前研究现状。结合行业发展动态和新技术的应用探寻本领域研究的未来发展趋势,指出未来研究应顺应行业政策导向和旅客实际需求;在数字化、智慧化的技术背景下针对运输服务质量管理体系开展全方位、全流程的研究;研究方法将更加多元化和系统化;数据的采集和处理也将更合理更科学。
The literatures related to passenger service quality at home and abroad in recent years are searched,and the distribution,types and hot spots of the researches are analyzed with visual analysis softwares.Frequently used evaluation methods are also reviewed to summarize the current research status.Combined with the industry development trends and the application of new technologies,the future development trend of this field is explored.The future research should conform to the industry policy orientation and the actual needs of passengers.Under the background of digitalization and intellectualization,all-round and whole process quality control research should be carried out on the basis of service quality management system.Research methods will be more diversified and systematic.Data collection and processing will also be more reasonable and scientific.
作者
王雪
刘凤凌
张培文
WANG Xue;LIU Fenging;ZHANG Peiwen(Civil Aviation Filght University of China,Guanghan 618307)
出处
《舰船电子工程》
2023年第7期4-7,15,共5页
Ship Electronic Engineering
基金
国家自然科学基金联合基金项目(编号:U1733127)
中央高校基本科研业务费资助项目(编号:J2019-100)资助。
关键词
旅客运输
服务质量
研究现状
评价技术
发展趋势
passenger transportation
service quality
research status
evaluation technology
development trend
