摘要
为提高城市轨道交通乘客信息服务水平,保障乘客出行质量,对乘客信息服务质量评价与提升展开体系化研究。文章基于SERVQUAL服务质量评价模型,从乘客信息服务需求、客服团队现状、话务运营等角度归纳总结,以服务质量易测性为原则,从有形设施、可靠性、服务运营、服务保障、乘客满意5个维度构建乘客信息服务评价指标体系,采用德尔菲法、AHP法确定各指标权重。以此为基础,开展北京市轨道交通乘客信息服务评测,总结信息服务质量存在问题,分析问题原因,提出乘客信息服务改善的优化建议,以期为乘客提供高品质的城市轨道交通信息服务。
In order to improve the passenger information service level of urban rail transit,this paper studies the quality of passenger information service.Based on the SERVQUAL model,this paper summarizes the requirements of passenger information service,the current situation of the customer service team and the telephone traffic operation.With the testability of service quality as its principle,a customer hotline evaluation index is constructed from five dimensions:tangibles,reliability,service operation,service guarantee and passenger satisfaction.The Delphi method and AHP were used to determine the weight of each index.On this basis,an evaluation of Beijing rail transit passenger information service was carried out,problems were summarized,causes were analyzed,and optimization suggestions were put forward.
作者
李鹏飞
凌晨
Li Pengfei;Ling Chen
出处
《现代城市轨道交通》
2021年第9期70-75,共6页
Modern Urban Transit
关键词
城市轨道交通
服务质量
评价指标
优化建议
urban rail transit
service quality
evaluation index
optimization suggestions
