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摘要本文以杭州市地铁１号线为研究对象，首先对乘客背景进行统计，而后通过Excel呈现乘客对地铁满意度的认知状况。接着对问卷进行可行性分析，再计算出满意度指数的分数，得到乘客满意度的平均分为83.25（百分制），然后应用SPSS、SAS、Excel等统计分析软件，对地铁满意度的各衡量指标进行主成分分析找出主要影响因素并归类，即乘客对地铁满意度的影响因素分为乘客价格承受能力、替代交通工具比价、地铁服务品质、地铁安全性、乘客对地铁的偏好，并对其进行信度分析确保数据的可靠性、稳定性，接着对主要因素采取重要性分析，根据各主要因素的重要性依次排序，再对乘客背景与满意度的关系进行相关分析，找出最能说明影响地铁满意度的因素及其与地铁满意度之间的相关关系。47410
最后，本文根据对数据的统计分析和与乘客的访谈交流，得出乘客对杭州地铁一号线的满意状况、总结各方面关于地铁建设的建议，旨在倾听民声，为杭州建设“最美地铁”献计献策。
毕业论文关键词：杭州地铁满意度 ；主成分分析 ；假设检验 ；相关分析 ；信度分析
Abstract In this article, we aim the No1. Hangzhou Metro as study object. Firstly, gathering the background information of the passengers and showing the metro’s satisfaction recognition condition of passengers by excel. Then, analyzing the feasibility of the questionnaire and calculating the exponent of satisfaction. After that, we got the score of passengers’ satisfaction (83.25). Besides, we did main ingredients analysis of metro’s satisfaction degree and found the main effective factors and classified these factors, they are the price capacity of passengers, the cost performance of alternative vehicle, the quality of metro’s service, the safety of metro and the preference of the metro. Then, we did the reliability analysis to make sure the data was credible and stable. As for the main factors, we used importance analysis and ranked every main factor according to their importance. After the importance analysis, we found the main factors which made a big contribution to metro’s satisfaction score and the correlativity of them through the correlation analysis.
Finally, according to the analysis of investigation data and the communication with the passengers, we got the satisfaction condition of the No1. Hangzhou Metro and gathered suggestions to perfect the No1. Hangzhou Metro.
Keyword: the satisfaction of the No1. Hangzhou Metro; main ingredients analysis; importance analysis; correlation analysis; reliability analysis
目录
摘要 2
一、调查设计 4
1.1调查背景 4
1.2调查目的 5
1.3调查对象 5
1.4调查区域 6
1.5调查内容 6
1.6调查工作安排 6
1.7调查方式和方法 6
1.8问卷设计 7
二、调查结果的统计分析 7
2.1被访者的背景情况 7
2.2乘客对地铁满意度认知状况的调查统计 9
2.3乘客地铁满意度的统计 15
2.4乘客背景对地铁满意度影响的相关分析 17
2.4.1性别对地铁满意度的影响 18
2.4.2乘客背景与满意度之间的相关分析