【作者】 李建；

【导师】 刘大成； 鲍巍；

【作者基本信息】 清华大学 ， 工程管理（专业学位）， 2014， 硕士

【摘要】 顾客满意度的研究是最近的研究热点之一。近年来，我国铁路建设正如火如荼地展开，城际铁路也步入了发展快车道。随着沪宁高铁、京津城际、广深高铁的相继开通，城际铁路对都市圈和城市带区域经济的拉动效应日益明显。相比硬件建设，我国城际铁路系统在软件建设，特别是收益管理上存在缺失，而顾客满意度的调查分析是收益管理所需基础数据和基础工作之一。京津城际是高速铁路的一种，运营模式为双城模式，城际铁路公交化特点明显，同时城际铁路面临公路客运有力的竞争。如何考虑车次间客流的转移、随到随走的客流特性和公路的竞争，是城际铁路收益管理的独特背景。而目前京津城际在周末部分时段，特别是节假日高峰时段一票难求，运力在技术上接近极限。如何尽量满足客流高峰期的需求，保障京津城际的收益，提高竞争力，是当前比较急迫的问题。如何有效提高候车乘客顾客满意度，尽量减少乘客二次选择发生的机会，吸引更多的客源，提高京津城际收益管理水平，这就是本文需要研究的内容。本文主要结论有:提高运力和购票环节是最需要改进的。浮动票价是一个非常好的调节客流波峰和波谷的工具，是大势所趋；12306手机客户端推出后需进一步升级服务水平。候车乘客的满意度还有一定提高空间，且所需成本并不高。候车乘客的候车忍耐时限随着候车环境的提升有提升的空间，目前大部分乘客的极限忍耐时限根据不同人群和出行目的，为1至3小时不等。本文的创新之处主要有：本文建立了候车乘客的满意度理论模型，较为全面的考察了京津城际候车乘客的满意度情况。通过顾客调查后得到了的乘客的出行基本信息和顾客满意度情况，通过分析影响城际列车候车乘客满意度的的各种因素，对京津城际的服务改进，提出具有一定指导性的建议和意见。更多还原

【Abstract】 Customer satisfaction investigation is one of the hot spot researches recently. Inrecent years, China railway construction rocketed and interurban railway stepped intofast track. Along with Hu-Ning bullet railway, Jing-Jin intercity railway, Guang-Shenbullet railway opened, intercity railway drove metro and city regional economy with thesignificant effects. Comparing to hardware construction, software construction inintercity railway, especially benefits management aspect existed flaws. Customersatisfaction investigation is one inevitable basic data analysis of benefits management.Jing-Jin railway is one of bullet railways which adopted two city operationmodules and owned "Public Traffic Mode" for Inter-City Passenger transport. Thestrongest competition is highway transportation. Hence, passenger’s transition, nowaiting service and highway competition need to be considered in benefits management.How to meet the customer demand especially in the weekend and holiday is the urgentunsolved problem, passengers’ transition capacity are far away from marketing demandin these peak time. In this paper, focusing on decreasing customers’ second optionchance, attracting more passengers, strengthening Jing-Jin railway benefits managementlever to do the research and analysis.Conclusion:Improve transportation capacity and booking issue. Fluctuated tickets price is thegood tool to adjust peak and bottom passengers’ quantities.12306cellphone app need tobe updated better.It’s relative easy to raise waiting passengers’satisfaction and cost not too much.Customer accepted waiting time prolonged as waiting hall environmentimprovement. Averaged waiting induration time is1to3hours based on different typeof customers and targets.Innovation:Build on waiting customer satisfaction theoretical module and investigated Jing-JinIntercity railway waiting passenger satisfaction thoroughly.Collect passenger basic trip information and customer satisfaction issues frominvestigation. Provide constructive suggestion and advices to improve Jing-Jin intercityrailway service from analysis of influences on many factors of customer satisfaction.更多还原