基于IPA的客运站服务质量评价研究  

Study on Service Quality Evaluation of Passenger Station based on IPA

作　　者：樊根耀[1] 夏明学[1] 伏晓东[1] 吴兵涛 

机构地区：[1]长安大学经济与管理学院,陕西西安710064

出　　处：《铁道运输与经济》2015年第5期79-83,共5页Railway Transport and Economy

基　　金：国家社科基金项目(12CJY067);中央高校基本科研业务费专项资金资助项目(Z1102;2013G6231004)

摘　　要：服务质量评价是客运站管理工作的重要内容之一。通过分析,提出包含27个影响因子的车站乘客满意度问卷;通过面向乘客的问卷调查及统计计算,研究影响客运站满意度的人口统计因素;运用偏最小二乘法计算影响因子的偏回归系数,分别计算出各影响因子对于乘客满意度的贡献率;最后,确定影响乘客服务满意度的关键因素,并以此作为客运站服务诊断的依据。Service quality evaluation is one of the important contents of passenger station management works. Through analyzing, this paper puts forward the questionnaire of passenger satisfaction in station which including 27 influence factors; through the questionnaire survey and statistical calculation about passengers, the paper studies the population statistics factors which influencing the satisfaction of passenger station; calculates the partial regression coefficient of the influence factors by using partial least squares, and then calculates the contribution rate of each influence factor on passenger satisfaction respectively; in the end, the key factors influencing passenger satisfaction were determined and were taken as the reference of service diagnosis in passenger station.

关 键 词：服务质量评价 IPA 服务诊断 客运站 

分 类 号：U492.41[交通运输工程—交通运输规划与管理]