城轨专业论文 城市轨道交通乘客心理及服务对策.pdfVIP

XX学院 毕 业 设 计 论 文 题 目：城市轨道交通乘客心理及服务对策 年 月 XX 学院毕业设计论文 摘 要 城市轨道交通是当前大型城市交通的重要发展方向,城市轨道交通在效率、安全、准 时等方面具有独特的优势,在城市地面交通压力逐步增大的今天,城市轨道交通的优势得 到了广大市民的认可成为城市交通新兴的基干力量。本研究以城市轨道交通的服务工作, 为出发点,以乘客心理为中心展开了深入思考,在明确城市轨道交通概念的前提下对乘坐 轨道交通的乘客心理进行了探讨。 城市轨道交通客流中经常乘坐的乘客占到相当大的比例,其中以通勤客流为主。借鉴 民航的常旅客概念首次提出了城市轨道交通常乘客的概念并分析了常乘客的构成、一, , 般性特征和个性化特征。研究了常乘客的出行行为特点,并总结了常乘客对城市轨道交通 运营工作的有利和不利影响。给出了合理利用常乘客特征和行为特点提高城市轨道交通, 运营效率的建议。 通过地铁的运营实践,阐明以乘客心理、行为为关注焦点,持续改进和不断提高服务 质量,既是乘客对地铁提供服务的客观要求,也是地铁自身发展的动力。 分析城市轨道交通乘客的心理特征,有助于改善轨道交通系统的服务质量,提高其在 城市交通系统中的分担率。从乘客的一般心理过程出发,从多个角度,阐述了公共交通出 行者特别是城市轨道交通乘客的共性心理特征。研究表明时效性和舒适性是城市轨道, , 交通出行者的核心心理特征。在此基础上,提出了轨道交通服务对策,以尽可能满足乘客 的心理要求。 关键词：心理学；城市轨道交通；乘客心理；需求期望；服务质量 XX 学院毕业设计论文 目 录 摘 要·······························································································I 目 录·······························································································I 引 言······························································································ 1 第一章 心理学基础·················································································2 1.1心理学基础知识···········································································2 1.1.1 心理·················································································2 1.2 心理学基本原理··········································································3 1.2.1 心理活动···········································································3 1.2.2 能力、气质和性格·······························································3 第二章 城市轨道交通乘客的心理特征························································5 2.1不同乘客群体的心理特征············································