西安北至机场城际轨道项目（以下简称“机场城际”）是陕西省轨道交通建设的重 点工程项目。同时也是关中城际网的排头兵，其连接了陕西省两大主要交通枢纽点-西 安北客站及西安咸阳国际机常自2019年开通以来，其服务质量和管理水平一直广受 社会关注，日均客流目前约为2万人次，与初期运营目标有较大的差距。城际铁路公司 作为机场城际铁路的运营管理单位，非常重视其服务满意度，因为这一关键因素作为交 通运输部对轨道交通整体服务水平的评价关键指标，起着至关重要的作用，同时也对城 际铁路公司的发展有着重大影响。随着机场城际逐渐被社会大众所了解，城际铁路的便 捷程度、接驳交通、人员素质、车内设施等内容逐渐成为轨道交通行业所关注的热点。 因此，通过对其服务满意度评价从而有效的评价机场城际服务质量，从中发现问题并进 一步优化服务管理，即为本文研究重点。 结合机场城际服务的实际，本文以机场城际广大乘客对其所提供的服务满意度来作 为导向，从而构建机场城际服务质量评价方案。本文主要应用了层次分析法，从机场城 际所提供的服务环境、服务功能等方面构建了机场城际服务满意度评价指标体系。基于 评价指标体系，为了检验其有效性和可行性，特别制作了调查问卷发放给搭乘机场城际 的乘客进行调查取样，并对调查结果采用层次分析法和模糊综合评价法进行计算，得出 乘客对机场城际服务满意度得分，按照四分图综合分析法，确定电客车环境、换乘便捷 度及动态显示屏、发车间隔、车厢座位设置及工作人员能力等获得了较高的服务评价满 意度，相对于此有部分评价项目落在了机会区和修补区，则需要运营单位进一步进行完 善和优化。针对这些存在问题，本文提出了保障车站周边安全、明晰站内导向标识、合 理安排发车频次、提供车站爱心服务等优化措施。通过这些措施的改进和优化，能够有 效增强企业的服务管理水平，达到增加客流，提升企业竞争能力。 关键词：乘客；服务满意度评价；服务管理优化；企业竞争能力 ii Abstract Xi 'an airport on the north's inter-city rail projects (hereinafter referred to as the "airport inter-city") north to the airport in xian inter-city rail projects (hereinafter referred to as the "airport inter-city") as the key project of rail transit construction in our province, the vanguard of intercity network in guanzhong plain, the connection between the two main traffic ShuNiuDian - the xi xi 'an north station and xi 'an xianyang international airport, the airport north square of inter-city passenger line up from xi 'an north station, via xi "an city and airport new town by the open area, qin and han dynasties. As an intercity railway of shaanxi province, its social concern is very high. Since its launch in 2019, its service quality and management level have been widely concerned by the public. As a state-owned enterprise, the inter-city railway company, supposed to continuously meet the needs of the vast number of passengers and continuously enhance the people's sense of gain, happiness and security. At present, the public opinion begins to pay more attention to the intercity railway and other public transport services. The convenience, connection, personnel quality, in-car facilities and caring services of intercity railway have gradually become a hot new topic among the public. As people experience more and more intercity rail travel, along with its special location and mission, some service issues are being raised. Therefore, effective evaluation of airport intercity service qualityr. The reality of airport inter-city service, this paper constructs the evaluation scheme of airport inter-city service quality based on passenger satisfaction. On the basis of introducing the current domestic and foreign service quality evaluation schemes from five aspects ausing analytic hierarchy process (ahp). in order to test its validity and feasibility of special made questionnaires distributed to take airport intercity passenger survey sampling, and the investigation results by calculate, it is concluded that the passengers on the airport inter-city satisfaction score, according to the four points figure, a comprehensive analysis to determine the electric bus environment, with convenient and dynamic display screen, departure intervals, carriage as setting and staff ability obtained the higher passenger satisfaction evaluation, such iii as relative to this part of the evaluation project on the opportunity to area and repair area, you will need to further improve and optimize the operating units. In view of these problems, around the station, clarifying the guiding signs in the station, reasonably arranging the frequency of departure, and providing loving service to the station. Key words: passenger; service satisfaction evaluation; service management optimization; Enterprise competitiveness iv 目 录 第一章 绪论 ......................................................................................................................... 1 1.1 选题背景与研究意义 ............................................................................................. 1 1.1.1 选题背景 ...................................................................................................... 1 1.1.2 研究意义 ...................................................................................................... 2 1.2 国内外相关研究现状 ............................................................................................. 3 1.2.1 服务满意度方面的研究 ............................................................................... 3 1.2.2 城市轨道交通服务质量方面的研究 ............................................................ 5 1.3 研究内容和方法 ..................................................................................................... 7 1.3.1 研究内容 ...................................................................................................... 7 1.3.2 研究方法 ...................................................................................................... 8 1.3.3 技术路线图 .................................................................................................. 9 第二章 基本概念及相关理论 ............................................................................................ 10 2.1 西安机场城际客运服务 ....................................................................................... 10 2.2 服务满意度 ........................................................................................................... 12 2.2.1 服务满意度概念 ........................................................................................ 12 2.2.2 服务满意度的特性..................................................................................... 12 2.3 服务满意度测评方法及主要模型应用 ................................................................ 13 2.3.1 测评方法 .................................................................................................... 13 2.3.2 测评模型 .................................................................................................... 14 2.4 顾客管理............................................................................................................... 19 2.4.1 顾客管理的概念 ........................................................................................ 19 2.4.2 顾客管理的内容 ........................................................................................ 20 2.4.3 顾客管理的意义 ........................................................................................ 20 第三章 构建西安机场城际服务满意度评价方案 ............................................................. 21 3.1 机场城际服务内容 ............................................................................................... 21 3.2 机场城际服务满意度评价方案 ............................................................................ 23 3.2.1 评价指标体系构建遵循原则 ..................................................................... 23 3.2.2 选则评价指标 ............................................................................................ 24 3.2.3 评价指标体系建立..................................................................................... 25 3.2.4 评价指标具体量化..................................................................................... 27 3.2.5 计算