公路现代化用户满意度评价方法研究——以南通市为例  

Research on customer satisfaction evaluation method for road modernization——A case study of Nantong

作　　者：汤天培[1] 徐勋倩[1] 葛文璇[2] 张男[3] 杨诚一 

机构地区：[1]南通大学交通学院,江苏南通226019 [2]南通大学建筑工程学院,江苏南通226019 [3]交通运输部规划研究院,北京100028 [4]南通市公路管理处,江苏南通226019

出　　处：《广西大学学报（自然科学版）》2015年第5期1183-1191,共9页Journal of Guangxi University（Natural Science Edition）

基　　金：交通运输部科技项目(2012319813260);南通大学自然科学类科研基金一般项目(12Z045);南通大学杏林学院科研基金项目(2014K134);中国物流学会(面上课题)研究课题计划"南通市现代港口物流发展水平评价研究"

摘　　要：公路现代化是实现全社会现代化的基础,有必要从现代化的视角来重新审视公路用户对公路服务的满意度,由此提出公路现代化用户满意度的评价方法。以南通市为例,根据公路现代化的内涵,建立公路现代化用户满意度评价指标体系,基于实际调查数据,应用数理统计分析手段,从单个指标分析、综合指标评价、差异性分析三个层面进行满意度评价,评价结果表明南通公路现代化用户满意度实现程度为72%,接近于比较满意(80%),未来南通公路提升公路现代化水平应首先从公路绿色性、畅通性和舒适性方面着手;由满意度差异性分析可知,要平衡不同地区的公路现代化发展,关注老年人的公路出行服务,了解不同职业背景对公路服务的不同需求,重点改善从事客运服务的公路用户的公路驾驶体验。研究结果表明,该评价方法可全面了解各类公路用户对公路现代化发展的满意度认知,从用户角度识别影响公路现代化满意度的关键因素,挖掘制约南通公路现代化发展进程的问题所在,为相关部门合理决策发展路径提供依据。Road modernization is the basis of modernization, it is necessary to review of the modernization of the whole society. From the angle the road service satisfaction for customers. This paper proposes a customer satisfaction evaluation method to evaluate road modernization. According to the connotation of road modernization and by taking Nantong as an example, this paper set up evaluation index system for road modernization of customer satisfaction. Based on the actual investigation data and mathematical statistics analysis method, the paper evaluates the road modernization of customer satisfaction from three aspects including a single index analysis, comprehensive indicators evaluation and variance analysis. Evaluation results show that degree of Nantong road modernization customer satisfaction achieves 72% , close to the satisfaction （80%）. Modernization level of Nantong road should be improved by taking the measures from three aspects on road green, smooth and comforta- ble in the future. According to difference analysis of road modernization customer satisfaction, some measures should be developed to balance the road modernization development in different region, for example, to pay attention to the road travel service for old people, to understand the road service de- mands of different professional background customers, and it is important to improve road driving ex- perience for passenger drivers. The results show that this evaluation method can get a comprehensive understanding of all kinds of road user satisfaction of Nantong road modernization development. From the perspective of the customers, it can identify the key factors affecting road modernization satisfaction and find the problem of restricting the development of Nantong road modernization development. Finally, this research results can provide decision-making basis for related departments making rea- sonable decision for road modernization development measures.

关 键 词：交通工程 用户满意度 公路现代化 评价方法 

分 类 号：U491[交通运输工程—交通运输规划与管理]