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论文编号：	6605
作者编号：	2220131006
上传时间：	2014/11/28 13:44:38
中文题目：	青岛公交集团优质服务战略与实施研究
英文题目：	Qingdao public transport group to establish a quality service strategy and Implementation Research
指导老师：	王迎军
中文关键字：	公交，服务质量，战略
英文关键字：	public transportation, service quality, strategy
中文摘要：	目前全国公交行业制定了各类作业标准、各工种作业流程以及严格的劳动作业纪律等，但公交整体服务质量依然不高。而随着人们生活水平的提高与汽车工业的长足发展，城市公共交通服务特性上的固有劣势，致使公交一直无法有效发挥其应有作用。公交服务营销手段等经营管理方式受政策因素影响明显，但其仍然具备产品的一般属性。在既定的政府政策下，公交企业需要创造出满足市民需求的好“产品”，提高公交吸引力以扩大市场占有率，争取企业利润和品牌效能最大化。为提高公交吸引力，近年来青岛市不断出台公交优先发展政策，积极创建“公交都市”，持续将城市公交纳入政府财政体系，城市公共交通获得长足发展。作为青岛公共交通骨干企业，如何建立以乘客为中心的优质服务战略，以更好地促进公交优先发展政策的不断推进和深入落实，本文从青岛公交集团现状、优质服务战略确定、服务战略主题和内涵以及战略实施机制等方面提出提高公交服务质量的方法和途径，以为城市公交服务质量提高提供参考和借鉴。在公交服务工作实践中，青岛公交集团将“服务”当成“产品”进行管理和经营，坚持确立“优质服务战略”，以“打造民生公交、科技公交、人文公交，全力创建让市民满意”为优质服务战略主题，坚持推进对“安全管理的标准化”、“指标评价体系化”和“乘客服务管理标准化”，坚持创新服务、推出特色，不断提供特需服务、精品服务等新服务产品，满足乘客日益增长的多元化的社会需求。同时，挖掘、开发乘客潜在的可能的消费需求，大力培育以“日新巴士”为核心，具有公交特质的安全品牌、技术品牌、个人品牌等品牌群。青岛公交集团在推进实现优质服务战略过程中摸索出的许多好经验、好做法已经提炼成了规范化、标准化的管理成果，形成了长效机制，可成为城市公交改革和发展的重要参考样本。
英文摘要：	Although the national bus industry established all kinds of operation standard, the type of work process and strict labor assignments such as discipline, but the bus overall service quality is still not high. As people living standard rise and the rapid development of auto industry, urban public transport service features inherent disadvantage, the bus has been unable to effectively play its due role. Bus service marketing management way affected by the policy factors such as obvious, but it still has the general properties of the product. Under the established government policy, bus companies need to meet the demands of citizens to create a good "product", improve the bus appeal to expand market share, for enterprise profit and brand effectiveness maximization. In order to improve the bus attraction, Qingdao bus priority development policy continuously in recent years, actively create a "bus city", city bus should be brought into the government's fiscal system, urban public transportation to get long-term development. As Qingdao public transport backbone enterprise, how to establish a passenger service quality as the core of strategy, in order to better promote the advancement of bus priority development policy and the in-depth implementation, this article from the present situation of Qingdao bus group, the high quality service strategy, service strategy theme and connotation, and strategy implementation mechanism put forward ways and means to improve the quality of bus service, the city bus service quality improvement to provide the reference and reference. In bus service work practice, Qingdao bus group will be "service" as a "product" to carry on the management and operation, adhere to establish the strategy of "high-quality service", to "build the people's livelihood bus, bus, bus, science and technology to create public satisfaction" for quality service strategic theme, insist on advancing to the "safety management standardization", "systematic index evaluation" and "passenger service management standardization", insist on innovation service, launch characteristics, continuously provide the special service and high-quality goods service new services such as product, satisfy passengers increasingly diversified social needs. At the same time, mining, development, passenger potential consumer demand, vigorously foster "new bus" as the core, has the qualities of bus security brand, technology, brand, individual brand brand group. Qingdao bus group in the process of advancing the implementation quality service strategy for many of the good experience, good practice has been refined into standardization, standardization of the management, formed a long-term mechanism, can be important reference samples of the reform and development of city bus.
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