摘要
为提高乘客对公交服务质量的满意度,将乘客分为不满意群体和满意群体,不满意群体是公交出行的不稳定客源,针对该群体提出改进措施,对满意度的提高更具有针对性、科学性。另外,针对目前措施排序IPA方法中分区粗略、缺乏操作性的问题,将不满意群体与满意群体进行对比研究,提出三维排序方法(DIPA),使改进措施更加精准。
In this paper, in order to improve the satisfaction of the passengers toward the bus service, we divided the passengers into the contented group and discontented group, the latter being an unstable source of travelers by bus, for which we proposed the measures of improvement to render the effort at increasing the passenger satisfaction more clear-targeted and scientific. Next, in view of the inadequacy of the current IPA sequencing method, we compared the satisfaction of the two groups and proposed the DIPA sequencing method to make the improvement measures more accurate.
出处
《物流技术》
2016年第12期79-84,共6页
Logistics Technology
