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1、北京交通大学硕士学位论文基于乘客满意度的城市轨道交通服务质量评价姓名：张慧慧申请学位级别：硕士专业：道路与铁道工程指导教师：陈峰20090601ABSTRACT：1tisanimportantwaysett1ingdowntrafficproblemsinbigcitiestodcve1opcosmica11yurbanrai1trans•1t,whicha1sop1aysa11importantro1einthePcrsistcntdeVe10pmcnt.9Itsdcve10pingdcgreeref1cctsdirect1ythetrave1c0ndti0nandtheent■1redeV
2、e10P1ng1eVe10ftheeity'Straff•1c•Itsqua1•1ty0fserv1cehasd1rectre1at1onsw1ththesatisfact1on0fpassengers・Inordert01mprovetheserVicequa1ity0furbanra11transit,thispaperstudiesPassengerSatisfactioninurbanrailtransit.Atfirst9bascd011theana1ysis0fthebas•ctheoryofurbanrai1tansit'SserV•cesystemandcustomerSat•
3、1sfact•1on,thepaperbringsthetheory0fsatisfQct•1onofcustomers1nt0thefie1dofurbanrai1transit.Anditc0nstructsPassengersatisfactionIndexMode1accordingt0thecharacterist•1cs0furbanra11lransil.Insuccess1on,aneva1ua1Lionindicat0rsystem0fpassengerSatisfactioninurbanra•1trans•t•sconstructedaccord•ngtothech00s
4、ingpr■inc•P1eandthefactors0ftrafficSeI•vicequa1•1ty,and•1td•1Scu；Sesthemeth0dS0fquantify•1ngind•1Cat0rs,determ•1ng•1ngwe•1ghts,aswe11astheeva1uat•1ngmethod0fPassengerSatisfact•10n•ThenthesurVeyprogram0npassengersatisfactioninurbanrailtransitisputf0rward,inc1ud1ngsurveyingc0ntent,surVeyingquestionna•
5、1restechniques0fsamp1ingsurVeymethodo1ogy，c0desofque?st•0nnair(2squestionna•resCh1eicking,etc•At1ast,combiningwimthcsurVcy01fPassengcrSatis1ract•oninurIanrai1transitinBeijing,thepaperevaluatesPassengerSatisfactionusjng,Fuz.zyComprehensive,个,…EvaluatlonandQuarterCnart；whatSmore,1tputsforwardssomccffc
6、tiveadviceandmeaSUreS.IKIEVYrctLeArscshN30tu1nthestudycourse0fthies:erV•1cequa1ity0furbanrai1trans1t9pay1ngsPec1a1attent■10nt0avar■1ety0fmeth0dsandtechn■1ques,such舔inVest•1gat•10n,s0ftwareana1ys•1sandc0mb•1nat•10n0fqua1•1tativeandquantitat•1Vemeth0dsthePaPerd■1scussesthc?scr1Viccqua1ityinurbanra•11t
7、r‘ans•1tandPaSscnS1C]rSatisfactionrationallyandscientifica独创性声明独创性声明本人声明所呈交的学位论文是本人在导师指导下进行的研究工作和取得的研究成果，除了文屮特别加以标注和致谢Z处外，论文屮不包含其他人已经发表或撰写过的研究成果，也不包含为获得北京交通大学或其他教育机构的学位或证书而使川过的材料。与我一同工作的同志对本研究所做的任何贡献均
