客户对亚的斯亚贝巴市小型巴士出租车服务的满意度
Gebeyew Tadesse Deyas1, Mintesnot Gebeyehu Woldeamanuel2, Sitotaw Haile Erena3
1Gebeyew Tadesse Deyas, Department of Urban and Regional Planning, Wollega University, Ethiopia.
Heliyon
|November 29, 2023
概括
小巴出租车过载,安全和车站安全是亚的斯亚贝巴乘客不满的关键领域. 当专注于服务功能而不是舒适时,客户对公共交通的满意度更高.
科学领域:
- 运输科学 运输科学
- 城市规划 城市规划
- 公共交通系统 公共交通系统
背景情况:
- 共享小巴出租车是亚的斯亚贝巴的主要公共交通方式,但对客户满意度的研究是有限的.
- 了解乘客满意度对于改善城市交通和公共交通服务至关重要.
- 现有的研究还没有充分解决影响小巴出租车用户满意度的特定服务质量属性.
研究的目的:
- 评估亚的斯亚贝巴的共享小型巴士出租车服务的客户满意度.
- 确定影响乘客满意度的关键服务质量属性.
- 探索社会人口特征与对小型巴士出租车服务的满意度之间的关系.
主要方法:
- 在出租车站向小型巴士出租车用户发送调查问卷.
- 用描述性分析和平均值比较来评估满意度.
- 因子分析确定了重要的满意度变量,随后采用了有序逻辑模型,将这些变量与乘客人口统计数据联系起来.
主要成果:
- 受访者对小型巴士出租车过载,安全和车站安全表示不满.
- 乘客优先考虑服务功能,而不是舒适和安全.
- 对司机和助手行为的不满与出租车上以前的盗窃经历有关.
结论:
- 改善超载管理,安全协议和车站安全对于提高客户满意度至关重要.
- 服务提供商和当局必须合作,解决公共交通的主要不满点.
- 专注于运营效率和功能对于满足亚的斯亚贝巴小型巴士出租车系统中乘客期望至关重要.
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