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1、WuxiMetroServiceQualityEvaluationResearchBasedonCustomerSatisfaction（Abstract）Major:MasterofPublicAdministration(Full-time)Researcharea:SocialworkAuthor:GuPinAdvisor:BaiYanLiWithChineseurbanizationprocessisaccelerating,economicdevelopmenthasbroughtoutvarioussocialp
2、roblemstoourattentionsuchastrafficcongestion,seriousenvironmentalpollution,theshortageoflandresources.Duetoitsfast,safe,environmentalprotectionandlargecapacityincomparableadvantages,Metroisgraduallybecomingthebackboneofurbantransportationforms.Thepositiveexternalef
3、fectsbroughtbymetroforthedevelopmentofcityisself-evident.FirstMetrocanimproveandeaseurbangroundtrafficpressure,thesecondistoguidetherationaldistributionofcitydevelopment,leadurbandevelopmentsoastopromotetheurbanizationprocess,butalsopromoteemploymentandtoachievesus
4、tainabledevelopmentofthecity.Metroisthewindowofacity,andhighqualityservicecouldbringalargenumberofpassengersforMetroInc,sothatmetro-thispublicresourcecanachievetheoptimalconfiguration.WuxiMetroLine1openedonJuly1,Line2isalsofullyoperationalaftersixmonths,whichmarkst
5、heWuxiMetrohasenteredtheeraofnetworkoperation.WuxiMetrosincebeenoperatingforoverhalfofayeararousedgeneralconcern,buttheattendantiscontinuouslycustomercomplaint.Asintheinitialstageofoperation,ononehandtopassengersthereisacertaingapbetweenexpectationandperceptionfors
6、ervicequality,ontheotherhandduetolessexperiencedoperatingpersonnelisunabletodealwithallkindsof1problems.Therefore,fromtheperspectiveofthepassengersatisfactiontoevaluateWuxiMetroservicequalityhasgreatrealisticandguidingsignificance.ThusitcanhelpWuxiMetroCorporationL
7、imitedtoknowpassengerdemandandweaklinksinservice,targetedtoenhancethequalityofservicetomeetthegrowingdemandforpassengers.Firstly,thispaperintroducestheoreticalbasisresearchofcustomersatisfaction,suchasthecustomersatisfactionofbasicconcepts,itstheoreticalframework,c
8、ustomersatisfactionindexmodelandrelevantevaluationmethods.Throughanalysisandcomparison,Iselecttheappropriateevaluationmodelandmethod.Forscientifi
