地鐵乘客滿意度對於乘客選擇行為影響之研究：以中國一線城市為例

中國城市交通嚴重飽和的情況下，選擇發展軌道交通是緩解交通壓力的主要途徑，目前中國城市軌道交通已進入一個快速發展的階段，多座大中型城市的軌道交通系統已建成投入運營。乘客對於地鐵公司的意義，即是服務的物件，也是公司利潤的來源，所以地鐵乘客的滿意度狀況對於地鐵公司的發展起著舉足輕重的作用。如何使消費者對於獲得到的服務感知和對服務產品滿意，是每一個服務型企業所畢生追求的。因此，本文針對顧客滿意度、層次分析法、模糊綜合評價法的相關理論和方法加以研究三大地鐵乘客滿意度評價指標，對乘客滿意度進行測評，並通過滿意度重要性矩陣清晰明確的得出需要改進的因素。從分析與計算的結果來看，不難發現影響地鐵乘客滿意度的因素是多方面的，並且包含在票務、時效性、便捷性、乘車環境、秩序與安全、員工服務在六項指標內，所以本文將從這六大指標出發提出改進的措施與建議，努力提升地鐵乘客滿意度，培養乘客的忠誠度，增強地鐵的市場競爭力。

關鍵字

一線城市；乘客滿意度；層次分析法；模糊綜合評價法

並列摘要

The situation of serious saturation of urban transportation in China, the main way to relieve the traffic pressure is to develop rail transit. At present, China's urban rail transit has entered a stage of rapid development, and the rail transit system of many large and medium-sized cities has been completed and put into operation. The significance of passengers to the metro company is not only the object of service, but also the source of profit. Therefore, the satisfaction of subway passengers plays an important role in the development of the metro company. How to make consumers feel the service they get and be satisfied with the service products is what every service-oriented enterprise pursues all its life. Therefore, this paper studies the three major subway passenger satisfaction evaluation indexes according to the relevant theories and methods of customer satisfaction, analytic hierarchy process (AHP) and fuzzy comprehensive evaluation, evaluates the passenger satisfaction, and clearly obtains the factors to be improved through the satisfaction importance matrix. From the results of analysis and calculation, it is not difficult to find that there are many factors affecting subway passenger satisfaction, and they are included in six indicators: ticketing, timeliness, convenience, riding environment, order and safety, and employee service. Therefore, this paper will put forward improvement measures and suggestions from these six indicators, and strive to improve subway passenger satisfaction.

並列關鍵字

first-tier cities ； passenger satisfaction ； analytic hierarchy process ； fuzzy comprehensive evaluation method

參考文獻

陳敦基、陳其華、劉仲潔、張學孔，2018，交通行動服務 (MaaS) 之發展理念及營運構想，土木水利，45(2)，60-65。doi:10.6653/MoCICHE.201804_45(2).0009

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地鐵乘客滿意度對於乘客選擇行為影響之研究：以中國一線城市為例

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