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非全日制专业硕士学位论文
上海轨道交通服务满意度问题
与提升对策研究
学 位 申 请 人 ： 陈翔
专业领 域： 企业管理
校内导 师： 廖汉鲁 副教授
校外导 师： 俞林舟 高级工程师
答辩日期：2022 年05 月 28 日
摘要
摘要
当前，中国已向全球承诺，绿色发展，节能减排，为环保事业发挥大国作用。经过
长期的不懈努力，中国已成为全球节能减排最大的国家，为全球的环保事业做出了不可
磨灭的贡献。近些年，为了实现节能减排，减缓全球气候变暖，环境治理方面可谓是我
国政府发展的重中之重。而交通出行中尾气排放一直是不可忽视的污染源，因此政府投
入大量资金扶持新能源产业发展，同时还增加了对公共交通绿色出行方面的预算。而城
市轨道交通的出现改变了人们出行的方式，因其环保低碳，受到国家的大力支持。但由
于爆发式建设轨道交通，很多配套服务却由于种种原因没有跟上，人们出行还有的会选
择私家车、公交车等，导致城市轨道交通上客率增长速度较慢，城市地面交通仍旧拥堵、
环境持续恶化。所以，纵观轨道交通这些年在各个城市的发展历程，配套服务质量不佳
导致运营不佳、出行分担率不达标、客流量一般的情况时有发生。因此，研发一套轨道
交通服务质量的评价体系迫在眉睫。
本文立足于为市民服务的新公共服务理念，为追求公共利益，以上海轨道交通相关
线路为例，分析该城市出现的轨道交通服务质量问题及其根本原因，希望能够对这些已
存在的问题提出好的对策，改善其服务现状。笔者此次是使用问卷调查和统计分析的方
法来调研的。首先通过统计满意度问卷上的数据，然后对比这些数据与上海城市轨道交
通服务满意度指标之间的差异。这些差异就是市民乘坐上海城市轨道交通真实的感受，
也是轨道交通服务所欠缺的部分。据分析，这些差异主要是市民对上海市轨道交通在信
息服务、方便程度、运营管理这几方面的不满意，还希望提升乘车体验，包括改善列车
高峰时期的拥挤程度、候车时间、首末班车时间调整。笔者使用四分图模型工具分析结
果，其中应该优先解决以下几个问题：进出口/换乘引导的指示不明确；首末班车时间不
够合理；等候时间过长；安检流程繁琐等。笔者经过对这些数据运用模型工具进行分析，
依据新公共服务理论，提出了改善措施：监管部门责任划分应清晰明确；引导更多市民
参与；轨道交通运营企业的整体水平和觉悟应当提升；乘客满意度调查应当定时、定位
长期调研等。希望本研究能给城市轨道交通行业提供一些优化方案，促使其提升服务水
平。
关键词：上海；城市轨道交通；新公共服务；服务满意度
I 目录
Abstract
At present, China has made a global commitment to green development, energy
conservation and emission reduction, and play a major role in environmental protection. After
long-term unremitting efforts, China has become the world;s largest country in energy
conservation and emission reduction, and has made indelible contributions to the cause of
global environmental protection. In recent years, in order to achieve energy conservation and
emission reduction and slow down global warming, environmental governance is the top
priority of our government;s development. The exhaust emission in transportation has always
been a pollution source that can not be ignored, so the government has invested a lot of
money to support the development of new energy vehicles. At the same time, the budget for
green travel of public transport has been increased. The emergence of urban rail transit has
changed the way people travel. It is strongly supported by the state because of its
environmental protection and low carbon. Due to the explosive construction of rail transit,
many supporting services have not kept up for various reasons, resulting in people choosing
private cars when traveling, resulting in the slow growth rate of urban rail transit occupancy,
urban ground traffic congestion and continuous deterioration of the environment. Therefore,
throughout the development process of rail transit in various cities in recent years, the poor
quality of supporting services leads to poor operation, substandard travel sharing rate and
general passenger flow from time to time. Therefore, it is urgent to develop a set of evaluation
system for rail transit service quality.
Based on the new public service concept of serving the citizens, in order to pursue public
interests, taking Shanghai rail transit as an example, this thesis analyzes the rail transit service
quality problems and their root causes in the city, hoping to put forward good
countermeasures to these existing problems and improve their service status. The author uses
the methods of questionnaire survey and statistical analysis to investigate this time. Firstly, the
data on the satisfaction questionnaire are counted, and then the differences between these data
and Shanghai urban rail transit service satisfaction indicators are compared. These differences
are not only the real feelings of citizens taking Shanghai urban rail transit, but also the lack of
rail transit services. According to the analysis, these differences are mainly due to the
dissatisfaction of citizens with the information service, convenience and operation
management of Shanghai rail transit; We also hope to improve the ride experience, including
improving the congestion degree, waiting time and the adjustment of the first and last trains in
peak hours. According to the analysis results of the quadrant model tool, the following
problems should be solved first: the instruction of import and export / transfer guidance is not
clear; The time of the first and last trains is not reasonable; Waiting time is too long;
Cumbersome security inspection process, etc. After analyzing these data using model tools
and based on the new public service theory, the author puts forward improvement measures:
IIAbstract
the division of responsibilities of regulatory authorities should be clear and clear, guide more
citizens to participate, the overall level and consciousness of rail transit operation enterprises
should be improved, and passenger satisfaction survey should be regular, fixed and long-term
survey. It is hoped that this study can provide some optimization schemes for the urban rail
transit industry, promote its service level.
Key Words: shagnhai; urban rail transit; new public service; service satisfaction
III 目录
目录
第 1 章 绪论 .................... 1
1.1 研究背景与意义 .............. 1
1.1.1 研究背景 ................ 1
1.1.2 研究意义 ................ 1
1.2 国内外研究现状 .............. 3
1.2.1 服务质量理论研究 .............. 3
1.2.2 城市轨道交通服务研究 ............. 4
1.2.3 研究述评 ................ 7
1.3 研究内容与方法 .............. 8
1.3.1 研究内容 ................ 8
1.3.2 研究方法 ................ 8
1.3.3 可能的创新点 ............... 8
1.4 技术路线 ................. 10
第 2 章 概念界定与理论基础 ............ 11
2.1 相关概念界定 ................. 11
2.1.1 服务质量 ............... 11
2.1.2 城市轨道交通 ............. 12
2.1.3 服务满意度 ................. 12
2.2 相关理论基础 ................ 13
2.2.1 新公共服务理论 ................ 13
2.2.2 城市轨道交通服务质量理论 .......... 15
2.3 满意度测评指标与方法 .............. 17
2.3.1 顾客满意度指数 ................ 17
2.3.2 SERVQUAL 服务质量评价方法 ......... 17
2.3.3 四分图模型 ................. 17
第 3 章 上海轨道交通服务满意度调查分析 ........ 19
3.1 上海轨道交通基本情况 .............. 19
3.1.1 上海轨道交通运营情况 ........... 19
3.1.2 上海轨道交通的考核情况 .............. 21
3.1.3 交通部门的监管和考核情况 .......... 22
3.1.4 政府各相关部门业务指导情况 ............. 22
3.2 上海轨道交通服务满意度调查基本情况 ....... 23
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