摘 要

轨道交通是城市重要的公共交通方式。进行轨道交通满意度调查，有利于改善轨道交通服务水平。轨道交通满意度调查结果的客观性影响提高轨道交通服务水平的决策，研究问卷感知顺序设置对调查结果的影响，有利于提高调查结果的客观性。

本文首先确定了轨道交通满意度的调查指标、指标量化方法。然后为了研究不同感知顺序对轨道交通满意度的影响，将问卷设置为满意度量化顺序为从小到大的正向问卷和满意度量化顺序为从大到小的反向问卷。经信度效度分析，正反向两类问卷皆通过信度效度检验，问卷可信有效。采用分层随机抽样和面对面调查方法在武汉市轨道交通1号线、2号线、4号线上进行调查，回收正向有效问卷2034份和反向有效问卷2058份，满足在95%置信水平和0.05最大容许误差下的精度要求，使用SPSS19.0软件对调查数据进行分析。采用两独立样本T检验和Mann-Whitney U test方法，分析出正反两类问卷乘客基本属性在均值和分布上没有统计学差异，认为正反两类问卷调查人群来自于同一总体。接着分析出正反两类别的满意度在均值和分布上存在统计学差异，最后发现感知顺序对轨道满意度存在一定的影响。

通过设计不同感知顺序的调查问卷，得出问卷感知顺序对轨道满意度调查结果存在影响，建议调查同时投放正反两类问卷，以提高满意度调查结果的客观性。

关键词：感知顺序；轨道满意度；两独立样本T检验；Mann-Whitney U test

Abstract

Rail transit is an important way of public transportation. Rail transit satisfaction survey, which is beneficial to improve transit service levels. The objectivity of rail transit satisfaction survey in decision making. The influence on the results of the survey questionnaire perception sequence Settings, to improve the objectivity of the results of the survey.

At first, this paper determines the rail transit satisfaction survey index, index quantification method. Then in order to study the effect of different order on rail transit satisfaction perception, set the questionnaire for satisfaction of quantitative sequence for since the childhood is the questionnaire and satisfaction of quantitative order from big to small reverse questionnaire. The reliability, validity analysis direction, two types of questionnaires are reliability validity through inspection, questionnaire credible and effective. By adopting the method of stratified random sampling and face to face survey in wuhan rail transit line 1, line 2, line 4, recycling forward effective questionnaire 2034 and reverse effective questionnaire 2058, at 95% confidence level and 0.05 under the maximum permissible error of the accuracy requirement. Using SPSS19.0 software for survey data for analysis. By using two independent sample t test and the mann - Whitney U test methods, analysis of the positive and negative two types of questionnaire passengers basic attribute no statistical differences in the distribution and the mean, think positive and negative two kinds of questionnaire survey the crowd from the same overall. Then analyses the positive and negative two categories of satisfaction statistical differences in the distribution and the mean. Finally it is concluded that perception and the impact on orbit satisfaction the sequence.

By designing different perception of the order of questionnaire, it is concluded that affect the result of the orbital satisfaction survey questionnaire perception sequence, recommend two kind of questionnaire survey on the positive and negative at the same time, in order to improve the objectivity of satisfaction survey.

Key Words：order of feeling；transit satisfaction；two independent sample t test；Mann - Whitney U test

目 录

第1章 绪论 1

1.1 研究背景及意义 1

1.2 国内外研究现状 1

1.3 研究内容和技术方案 3

1.3.1 研究内容 3

1.3.2 技术路线 4

第2章 轨道交通满意度问卷设计 5

2.1 调查指标的选取 5

2.2 指标量化方法 7

2.3 调查问卷设计 9

第3章 调查实施 11

3.1 调查方法 11

3.2 样本量的确定 13

3.3 问卷处理 14

第4章 分析方法 15

4.1 信度分析 15

4.2 效度分析 15

4.3 两独立样本T检验 16

4.4 Mann-Whitney U test 17

第5章 调查结果统计分析 19

5.1 信度检验 19

5.2 效度检验 19

5.3 满意度均值分析 20

5.4 个人属性分析 21

5.4.1分布统计 21

5.4.2均值统计 24

5.5 满意度分布分析 25

第6章 结论与展望 27

6.1结论 27

6.2展望 27

参考文献 28

附录A：轨道交通乘客满意度调查问卷（正向） 30

附录B：轨道交通乘客满意度调查问卷（反向） 32