【作者】 杨波；

【导师】 闫学东；

【作者基本信息】 北京交通大学 ， 交通运输规划与管理， 2016， 硕士

【摘要】 近年来,高速铁路蓬勃发展,日益受到出行者的青睐,呈现出广阔的发展前景。想要在激烈的运输市场中占有一席之地,提高旅客服务水平是提升高速铁路竞争力的有力保障。高铁客运站作为客运服务的重要环节和枢纽,其旅客服务水平决定了高铁旅客的综合满意度。因此,本文旨在甄别高铁客运站服务过程中的薄弱环节,结合Arena仿真工具给出优化和改进方案,以提升高铁客运站的综合服务水平。首先,本文依据高铁客运站旅客服务环节,分别从旅客候车室服务水平、售票厅服务水平和城市交通系统接驳服务水平等方面深入剖析高铁客运站服务水平理论,并详细介绍Arena仿真软件及其在本文中的创新性应用。其次,基于最高聚集人数角度,提出候车室服务水平评价模型来探讨候车室服务水平的影响因素,以及用于提高候车室服务水平的不同措施影响效用和优先级；提出特殊服务流程概念来优化晚到达旅客的出发服务水平；以及选取北京南站为例,提出“联动接驳”优化方案来优化夜间晚到达旅客的到达接驳服务水平。以上三环节均分别构建Arena仿真模型进行分析探讨,得出的结论主要有：旅客提前到站时间是影响候车室服务水平的重要因素,送站人员比例次之;针对提高候车室服务水平的不同措施影响效用而言,上车提前检票时间效用最强,检票速度次之,候车区面积效用最弱；特殊服务流程能有效提高晚到达旅客的成功出发比例,优化晚到达旅客出发服务水平；“联动接驳”优化方案中,存在地铁末班车接驳时,能有效降低旅客的换乘支付成本和人均换乘时间,增加出租车发车频率,能有效降低最后一名旅客接驳完成时间。所以,适当调整地铁末班车发车时间,降低出租车单位车辆延误时间,能有效提高到达旅客的接驳效率。更多还原

【Abstract】 In recent years, high-speed railway sees a rapid development and is increasingly favored by the travelers, which presents a broad development prospects. Improving the level of service for passengers is the strong guarantee of enhancing competitiveness of high-speed railway for finding its place in the fierce transport market. High-speed railway station is the important part and transportation hub for passenger service, whose level of service determines the comprehensive satisfactory degree of high-speed railway passengers. Thus, this article aims to detect the weak links during the service process in high-speed railway station, and provide the optimization and improved schemes based on Arena simulation method, for enhancing the comprehensive level of service of high-speed railway station.Firstly, the level of service theory for high-speed railway station was deeply analyzed from the perspectives of waiting room, ticket hall and urban transport system’s transfer, etc., based on the service links in high-speed railway station. Also, Arena simulation software and its innovative applications in this paper were detailedly introduced. Secondly, from the angle of maximum number of passengers, the evaluation model of level of service in waiting room was proposed to explore the influential factors of level of service in waiting room, and the effect utilities and priority of different measures that can be used to improve the level of service in waiting room. Then, the concept of special service process was proposed to optimize the level of service for late arrival passengers’ departure. Lastly, taking Beijing South Railway Station as an example, the optimization scheme of linkage transfer was proposed to optimize the level of service for night late arrival passengers’ arrival transfer. The above three links were analyzed thoroughly based on establishing the corresponding Arena simulation models, and the main conclusions from this article are:the passenger advanced arrival time is the paramount factor to influence the level of service in waiting room, accompany rate has a weaker effect. For the measures that can be used to improve the level of service in waiting room, the advanced check-out time has the strongest effect utility, check-out speed and the area of waiting room’s effect utilities decrease in order. The special service process can effectively enhance the late arrival passengers’ successful departure rate and optimize the level of service for late arrival passengers’ departure. For the linkage transfer scheme, passengers’ transfer payment cost and per capita transfer time see a significant decrease due to the operation of last metro. The transfer completion time of last passenger also decreases due to the increase of taxi departure frequency. Thus, the transfer efficiency of arrival passengers will be improved, if the departure time of last metro can be well adjusted and the per taxi delay time can be reduced.更多还原