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城市公共交通通勤乘客作为“群体”在对城市公共交通提供服务的要求方面,有着共性。本文通过分析其心理特征,找出形成乘客行为的动机及需求,找出乘客需求与服务质量的差距,从而制订出相关的运营策略,达到满足乘客需求、提高地铁服务质量的目的。
Commuters in urban public transport have commonalities as “groups” in their demand to provide services to urban public transport. By analyzing its psychological characteristics, this paper finds out the motivation and demand of forming passenger behavior, finds out the gap between passenger demand and service quality, and draws up relevant operational strategies to meet the needs of passengers and improve the service quality of the metro.