摘要
将顾客满意度理论引入到城市道路公共服务设施满意度评价中,对影响设施满意度的因素及其相互关系进行细致分析,吸纳顾客满意度指数模型的研究成果,基于ESCI满意度模型构建了PSF-CSI模型。并通过模糊综含评价方法计算满意度指数,以此量化市民对设施的王观感受。之后,以北京市调研数据为基础,开展了实证研究,计算市民满意度指数并分析了乘客满意度模型中各影响因素的内外部关系。模型通过信度和拟含度检验。
This paper introduces the theory of customer satisfaction into the evaluation of urban road public service facilities satisfaction, analyzes the factors that affect the satisfaction of facilities and their relationship, absorbs the research results of customer satisfaction index model, builds PSF based on ESCI satisfaction model - CSI model. The paper used the fuzzy comprehensive evaluation method to calculate the satisfaction index in order to quantify the public on the facilities of the subjective feelings. Then, based on the survey data of Beijing, empirical research is carried out to calculate the citizen satisfaction index and analyze the internal and external relations of the influencing factors in the passenger satisfaction model, The model is tested by reliability and fit test.
作者
冯焕东
杨静
张蕊
刘博
FENG Huandong YANG Jing ZHANG Rui LIU Bo
出处
《现代城市研究》
CSSCI
北大核心
2017年第10期89-94,共6页
Modern Urban Research
基金
国家自然科学基金"基于有限元理论的枢纽内部密集行人运动行为及演变机理研究"(51308029)
住房城乡建设部软科学研究项目(K22016116)"基于交通枢纽内部疏散‘薄弱点’分析的行人运动状态研究"
北京建筑大学科研基金(KYJJ2017023)"基于’和谐宜居’理念的副中心人行导向标识系统设计方法"
北京建筑大学博士启动基金(101100501)"我国城市道路交通环境下常规公交车站通行能力及运行组织研究"
关键词
公共服务设施
满意度评价
结构方程模型
模糊综合评价
public service facilities
satisfaction evaluation
structural equation model
fuzzy synthetic evaluation