为了更好地管理君士坦丁市的公交服务质量

Mounira Kelilba
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引用次数: 0

摘要

我们的研究旨在解决君士坦丁市公交车用户所诟病的问题,并从服务质量、吸引力和竞争等方面提出改进建议。我们采用了一种创新的方法,考虑到公交车的特点和客户满意度,通过现场调查对现状进行评估,使用精心挑选的与君士坦丁市民文化相关的绩效指标,并使用 KANO 模型衡量满意度标准,从而不断改进服务。所选择的指标具有代表性和可衡量性,能够准确地反映情况,这也是我们研究的主要内容。主要结果凸显了机车车辆作为城市交通系统中最重要的组成部分之一的重要性,这也证明了它所受到的批评是有道理的。最后,这项研究的结果有助于实现多个社会目标,包括交通的安全性、舒适性和效率,从而提高城市生活质量。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
For a better management of bus service quality in the city of Constantine
Our study desires to address the criticized issue by bus users in Constantine and suggest improvement in terms of service quality, attractiveness, and competition. We adopt an innovative approach that considers the characteristics of the buses and customer satisfaction for continuous improvement by associating the evaluation of the current situation through an in situ survey using well-chosen performance indicators concerning the culture of the Constantinian citizen with measuring satisfaction criteria using the KANO model. The indicators chosen are representative and measurable and allow precise mapping of the situation, the main of our research. The main result highlights the importance of rolling stock as one of the most important segments of the urban transport system, which justifies the amount of criticism it received. In the end, this study's results can help achieve several societal objectives, including safety, comfort, and efficiency of transport, for a better quality of urban life.
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