顾客满意度是对顾客满意程度的衡量指标，是指顾客在消费相应的产品或服 务之后，所产生的满足状态情况。通过顾客满意度分析能有效分析出企业服务中 存在的问题和薄弱环节。本文以杭州东站为例，研究高速铁路车站在此项工作开 展中存在的一些不足，完善符合高速铁路车站实际的旅客满意度测评研究工作。 本文将理论与实际相结合，通过总结归纳历年来国内外顾客满意度方面的相 关文献开展理论分析，并科学合理地设计车站的调查问卷，采取当面发放（在杭 州东站的到达层和出发层）和网络发放的方式，征集旅客对杭州东站各项服务和 设施的满意度，找出杭州东站在运营中存在的问题和不足，并根据调查结果运用 swot 分析和要素贡献度分析来对杭州东站的现状进行剖析，提出了建立信息渠 道获取旅客满意信息、加强管理提升设施功能、整合资源完善服务体系、建立健 全的员工招聘和培训制度四点针对性的建议和对策，有效提升杭州东站旅客满意 度。 在各地都在争建高铁站、民航水运等旅客运输服务质量大力改进提升的背景 下，本文的研究也对杭州东站以外高铁站的建设和运营具有十分有价值的借鉴意 义。 关键词，顾客满意度，高速铁路车站，服务，调查分析浙江工业大学硕士学位论文 高速铁路车站旅客满意度研究--以杭州东站为例 II Study on Passenger Satisfaction of High-speed Railway Station--Taking Hangzhou East Railway Station as an Example ABSTRACT Customer satisfaction is a measure of customer satisfaction, which refers to the satisfaction state of customers after consuming the corresponding products or services. Through the analysis of customer satisfaction, the problems and weak links in enterprise service can be effectively analyzed. Taking Hangzhou East Railway Station as an example, this paper studies some shortcomings of high-speed railway station in this work, and improves the research on passenger satisfaction evaluation in line with the actual high-speed railway stations. This paper combines theory with practice, and summarizes the relevant literatures on domestic and international customer satisfaction over the years, and scientifically and rationally designs the questionnaires of the stations. By means of in-person distribution (arrival layer and departure layer of Hangzhou East Station) and network distribution, to collect passengers' satisfaction with various services and facilities of Hangzhou East Station, and to find out the problems and deficiencies existing in the operation of Hangzhou East Station. According to the results of survey, this research uses the swot analysis and factor contribution analysis to study the current situation of Hangzhou East Railway Station, and proposes four targeted suggestions and countermeasures: establishing information channels to obtain passenger satisfaction information, strengthening management and upgrading facilities, integrating resources to improve service system, and establishing a sound employee recruitment and training system, which have effectively improved the passenger satisfaction of Hangzhou East Railway Station. Under the background that all places are competing for the construction of high-speed railway stations and the quality of passenger transport services such as civil aviation and waterway are greatly improved, the research of this paper is also of great value for the construction and operation of high-speed railway station outside Hangzhou East Railway Station.浙江工业大学硕士学位论文 高速铁路车站旅客满意度研究--以杭州东站为例 III Keywords ， Customer satisfaction degree; High-speed railway station; Service; Survey and analysis浙江工业大学硕士学位论文 高速铁路车站旅客满意度研究--以杭州东站为例 IV 目 录 1 绪论..........................................................................................................1 1.1 研究背景与意义................................................................................................1 1.2 国内外研究现状................................................................................................1 1.2.1 国内外顾客满意度研究现状.....................................................................1 1.2.2 国内外铁路客运站研究现状.....................................................................3 1.3 研究内容和方法................................................................................................5 1.3.1 研究内容.....................................................................................................5 1.3.2 研究方法.....................................................................................................5 1.4 研究框架............................................................................................................5 2 高铁站服务及顾客满意概述.................................................................8 2.1 高速铁路站........................................................................................................8 2.1.1 高速铁路的概念.........................................................................................8 2.1.2 高速铁路站的特点.....................................................................................8 2.2 服务的特性........................................................................................................9 2.2.1 服务的概念.................................................................................................9 2.2.2 服务型企业的特性.....................................................................................9 2.2.3 高铁站旅客服务的特性...........................................................................10 2.3 顾客满意的定义和特性..................................................................................11 2.3.1 顾客满意的定义.......................................................................................11 2.3.2 顾客满意的特性.......................................................................................12 2.4 顾客满意度测量的意义..................................................................................13 2.4.1 帮助找出自身表现与旅客期望的差距...................................................13 2.4.2 帮助制定改善旅客满意度措施的先后顺序...........................................13 2.4.3 帮助获取更多的产品信息和服务改进建议...........................................14 3 杭州东站顾客满意度调查...................................................................15 3.1 杭州东站介绍..................................................................................................15 3.2 顾客满意度调查设计......................................................................................15 3.2.1 抽样的设计...............................................................................................16 3.2.2 调查的内容...............................................................................................17 3.2.3 调查问卷设计...........................................................................................18 3.3 调查的实施......................................................................................................19 3.3.1 调查时间和调查对象的确定...................................................................19 3.3.2 调查问卷的发放.......................................................................................19浙江工业大学硕士学位论文 高速铁路车站旅客满意度研究--以杭州东站为例 V 3.3.3 数据处理情况...........................................................................................20 3.4 杭州东站旅客满意度调查结果......................................................................20 3.4.1 调查对象情况...........................................................................................20 3.4.2 杭州东站满意度情况...............................................................................22 3.4.3 旅客关注度情况.......................................................................................23 4 杭州东站旅客满意度分析及对策建议.................................................3 4.1 杭州东站旅客满意度测算................................................................................3 4.1.1 旅客满意度比重.........................................................................................3 4.1.2 各分项旅客满意度..........................