宁波市轨道交通运营服务满意度评价  

Evaluation on Satisfaction Rate of Ningbo Rail Transit Operation Service

作　　者：郭媛媛[1] 王晨铖[1] 秦华容[1] 毛慧伦 张胜媚 陈燕[1] 

机构地区：[1]宁波工程学院,浙江宁波315211

出　　处：《宁波工程学院学报》2017年第2期87-92,共6页Journal of Ningbo University of Technology

基　　金：浙江省大学生科技创新活动计划(新苗人才计划)(2015R424021);宁波市软科学项目(2014A10064);国家级大学生创新创业训练计划项目(201511058013)

摘　　要：通过跟车问卷调查的方式对宁波轨道交通运营服务满意度进行了调查。基于调查数据开展因子分析,进而确立指标体系,获取指标权重;运用模糊综合法进行乘客满意度水平的评价。结果表明乘客对上下车秩序、能否及时有效地解决乘客困难和受理投诉、换乘的便捷性以及车站和车厢内的噪音与温度等方面的满意度较低,并据此提出了有针对性的改进意见。The research is conducted on the service quality of Ningbo rail transit line by means of a questionnaire survey. The factor analysis is done on the survey data followed by the index system established to obtain the index weight. In addition, the research applies the fuzzy comprehensive analysis to evaluate the passenger satisfaction level. Results show that the satisfaction rate is relatively low in terms of the order of getting on and off the subway, the efficiency of solving the difficulties and complaints, the convenience of transfer, the noise and the temperature in the station and compartment. Finally suggestions for improvement are given.

关 键 词：城市轨道交通 运营服务满意度 满意度评价 对策建议 

分 类 号：U121[交通运输工程]