轨道交通服务改善措施排序方法——沙桶模型

为高效地提高城市轨道交通乘客对服务质量的满意度,需要全面了解乘客对轨道交通服务改善措施的意愿,并对措施进行优先级排序,将有限的资源投入到改善乘客最关注的要素上.针对目前轨道交通乘客服务改善大多止于大方向的策略性研究,缺少反映乘客具体意见的改善措施研究,故设计一种新形式的调查问卷,以便同时调查改善策略和措施;针对"木桶理论"和"重要度-绩效"方法在对措施进行优先级排序中存在的缺陷,提出综合考虑"重要性","绩效"和"影响人数"的改善措施优先级排序新方法——"沙桶模型",模型直接分析乘客的具体意见并可以区分"重要度-绩效"方法中同一象限内指标的优先级.以新形式的调查问卷收集武汉市轨道交通乘客对改善策略和措施的具体意见,采用"沙桶模型"分析其措施优先级排序,认为目前武汉市轨道交通最应该优先改进的是增加各站点的售票机数量,减少换乘步行时间,增大售票机可靠性等.

Sort rail transit service improvement measures-Sand bucket model

For efficiently improving rail transit passenger satisfaction of the quality of service, it is important to understand passengers' wills, sort the rail transit service improvement measures and put the limited resources to the passenger's concerns. At present, rail transit passenger service improvement study is strategy research, lack of measures research that reflects the passengers' specific opinions. Therefore, a new questionnaire was designed, in order to investigate improvement strategy and measures at the same time. Analyzed the defect of the "Cannikin Law" and the importance-performance analysis (IPA) method, we put forward the "sand bucket model" which can reflect "importance", "performance" and "affect number" at the same time to evaluate priority of measures. The model can directly analyse passengers' specific opinions and distinguish the indices' priority within the same quadrant in the IPA matrix. The new questionnaire was used to collect Wuhan rail passengers' suggestions for improvement strategy and measure. The "sand bucket model" is used to sort improvement measures. The result shows that "increase the ticket machine number", "reduce transfer walking time" and "increase the ticket machine reliability" is the most important measures to improve rail transit passenger satisfaction in Wuhan.