基于旅客满意度的客运站服务质量优化研究-以常熟客运南站为例摘要本文将汽车客运站作为研究对象，因为当前站内普遍存在着设备老旧、设施不齐全、功能落后、建设资金筹备艰难等情况，使得公路运输的综合效益无法顺利提升。首先采取文献研究法探究相关汽车客运站在国内外的研究和政策并以此为契机对其乘客运输与满意程度的有关概念实行了介绍分析，探究乘客满意苏与车站服务水平之间的内在关联。再通过调查问卷法分析常熟客运南站存在的问题，并对问题进行分析提出改进措施。关键字：汽车客运站公路运输整体效益满意度Studyonpassengerstationservicequalityoptimizationbasedonpassengersatisfaction-takingSouthStationofChangshupassengertransportasanexampleAbstractThisarticletakestheautomobilepassengerstationastheresearchobject,becausethecurrentstationsgenerallyhaveoldequipment,incompletefacilities,backwardfunctions,anddifficultiesinpreparingconstructionfunds,whichmakethecomprehensivebenefitsofroadtransportationunabletoimprovesmoothly.First,theliteratureresearchmethodisadoptedtoexploretheresearchandpoliciesofrelevantautomobilepassengerstationsathomeandabroad,andusethisasanopportunitytointroduceandanalyzetherelatedconceptsofpassengertransportationandsatisfaction,andexploretheinternalrelationshipbetweenpassengersatisfactionandtheservicelevelofthestation..ThenusethequestionnairemethodtoanalyzetheexistingproblemsofChangshuSouthPassengerTransportStation,andanalyzetheproblemsandproposeimprovementmeasures.KeyWords:BusStation,roadtransport,overallefficiency,satisfaction1目录1.绪论...........................................................31.1研究背景...............................................................31.2研究意义...............................................................31.3国内外研究现状.........................................................41.3.1国外研究现状.......................................................41.3.2国内研究现状.......................................................51.4研究方法...............................................................61.5本文研究内容...........................................................62.公路汽车旅客运输及满意度相关理论综述..........................72.1公路汽车旅客运输.......................................................72.2汽车客运服务...........................................................82.2.1汽车客运站.........................................................82.2.2客运站服务内涵.....................................................82.2.3客运站服务特点.....................................................92.2.4客运站服务流程....................................................102.2.5客运站服务质量....................................................102.3旅客满意度相关理论....................................................12.3.1顾客满意定义.......................................................12.3.2顾客满意度与客运站服务质量关系.....................................13.常熟客运南站服务质量满意度调查.................................23.1调查目标和对象.........................................................23.1.1调查目标.............................................................23.1.2.调查对象............................................................23.2满意度调查数据分析.....................................................24.常熟客运南站存在的问题.........................................54.1布局缺乏合理性、科学性.................................................
