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城市公交运输服务质量与乘客满意度的管理关系 大学工商管理论文

日期:2021-10-07 17:12:34 作者: 点击次数: 所属栏目:工商管理论文

  本文是一篇英文管理论文,管理摘要学是对前人的管理实践,管理发表思想和管理理论的总结,某企业的分析,选题扬弃和发展,割断模板历史,不了解前人对管理经验的理论总结和管理开题历史,某企业的分析,怎么就难以很好地理解,选题把握和运用管理学,自考以上内容来自百度百科今天为大家推荐一篇管理论文,某企业的分析,供大家选题参考。

  

  CHAPTER翻译 ONE,INTRODUCTION函授。

  

  1.1 Introduction附录。

  In recent函授 times,mass transportation has become a workable solution to an old age problem ofsustainable movement of people in great numbers from one place to the other with substantialtravel distances. Public transportation offers大纲 the convenience of moving easily between differentcities,某企业的分析,towns and the movement of goods and services. Some key notable characteristics开题 of publictransportation are safety and comfort,企业以企业为例,convenience答辩,availability答辩,affordability大全 and costeffectiveness,某企业的分析,which格式 improve and increase the quality of life of a people,企业以企业为例,reduce trafficcongestion提纲,improve rapid mobility题目,某企业的分析,lessen the phenomenon of air格式 and noise pollution,企业以企业为例,create jobopportunities and upgrade in infrastructure among others. These are all necessary indicators inproviding a level playing ground for the efficient and effective movement of people.Road范围 transport continues to be a leading transportation mode within all major cities in Ghana.Ghana continues to develop rapidly and has attained the rank of a lower middle income countryWorld Bank 2011. Its capital Accra is situated on the southern coast,某企业的分析,along the Gulf of Guinea.It is a city spread附录 over an area of 1,企业以企业为例,390 square-kilometers. Ghana提纲 as a whole covers a geographicarea of 238,企业以企业为例,477 square kilometers or模板 93,企业以企业为例,000 square-miles. The Accra Metropolitan AssemblyAMA is the local government authority responsible for running the daily affairs of the city.Almost all passenger trips within the boundaries of the city are completed大专 by private commercialmini buses popularly called trotro that operate like jitneys. This means they do not haveplanned schedules although they may run specific origin to destination routes or stopover atvantage locations. This unscheduled nature of their services results in lengthy travel times.Meanwhile,某企业的分析,these发表 mini-buses mostly have problems such as bad seat provisions,某企业的分析,overloadtravellers本科,non-following their提纲 assigned routes,某企业的分析,reckless speeding and范围 driving.。

  ..........大纲。

  

  1.2 Research Objectives and Research英文 questions。

  

  1.2.1 Research Objectives大专。

  The broad objective of this research was to目录 examine the relationship of service quality deliveryon passengers‘ satisfaction using the Bus Rapid Transit system in Accra,某企业的分析,Ghana. The aim of thisresearch提纲 was to empirically measure the passengers or users of the BRT satisfaction level asagainst the quality of service received from management of the BRT using the SERVQUALmodel. Additionally,某企业的分析,this research sought函授 passengers‘ experiences in order give the managementa clear view of the BRT system‘s customer satisfaction level. Specific aims and objectives to beachieved are the following,某企业的分析,1. The study seeks to find out the differences regarding perception and experiences of male andfemale as users of the BRT.2. To examine the influence of service qual模板ity dimensions on passenger satisfaction under theBus Rapid Transit system.3. To provide a breakdown of service quality attributes for the BRT system.。

  .........范围。

  

  CHAPTER附录 2,STUDY DOMAIN摘要。

  

  2.1 Study选题 Area。

  Ghana怎么 is a sovereign nation in West Africa,某企业的分析,which gained independence from British选题 rule onMarch 6th,某企业的分析,1957. English is the official翻译 language of the country. The 2016 population estimatesstand at 28,企业以企业为例,033提纲,000. Ghana is the second largest exporter of cocoa after Cote D‘Ivoire开题,企业以企业为例,the sixthexporter of gold and recently a major exporter of oil since it was discovered in commercialquantities in 2010. Ghana was declared by the World Bank into the ranks of lower middleincome country as been pursued in the introduction of Single Spine Structure企业 by past and presentgovernments. Each day,企业以企业为例,half a million附录 commuters‘ travel to the city of Accra to carry outprofessional,企业以企业为例,administrative专科,educational英文,commercial and industrial本科 activities World Bank,企业以企业为例,2010.The city of Accra i函授s the administrative,企业以企业为例,political范围,and commercial capital课题 of Ghana,某企业的分析,West Africawith a population o范围f above 4 four million people and a growth rate of 4.4 per annum WorldBank GEF,企业以企业为例,2006. Accra is bedeviled with numerous challenges regarding urban mobility of itsinhabitants comprising peoples of all walks of lives from one point to the other. This implies thatthere is a heavy demand for public transport services within the city and surrounding areasespecially in terms of more vehicles on the road and the need to commute from one place to theother. Accra‘s urban sprawl has moved away from what is known as ―compact city growth‖occasioned本科 by high population densities with mixed land use and highly concentrated residentialpatterns. The Accra Bus Rapid Transit BRT system implemented was a measure to improvepublic transport systems through improvement in efficiency and affordability,企业以企业为例,reduction incongestion as well as reduction开题 in GHGs emissions within the city.。

  ........发表。

  

  2.2 General Public Transport怎么 Situations in Ghana。

  Presently大全,in most urban areas across the大专 globe,企业以企业为例,there are increasing numbers of vehiclesseeking to use rather limited and insufficient电大 transportation infrastructure. This has resulted inhigher degrees of congestion and an increasing trend in the magnitude of travel timesexperienced by most road users. In most countries of the developed world,某企业的分析,a conscious effort isbeing made to understand this phenomenon to enable prescription of appropriate remedies. Theurban transportation situation in most sub-saharan African nations is similarly deterioratingrapidly.In大学 Ghana,企业以企业为例,the modern way of public transportation system dates back附录 to 1898 when the first railline was erected from Takoradi to Tarkwa for the commercial exploitation of the precious goldmineral,企业以企业为例,and the first road counstructed between企业 Accra Harbour now Jamestown and Dodowato Larteh in 1905 for the export of palm fruits.In 1927,某企业的分析,the Accra Town Council答辩 operated bus services in Accra,某企业的分析,Obuasi本科,Sekondi–Takoradiand Kumasi.专科 However,企业以企业为例,many different governments英文 over the years have established bus servicecompanies such as State Transport company STC,某企业的分析,the文献 Omnibus Services Authority OSA,企业以企业为例,City Express Services CES下载,Intercity翻译 State Transport Corporation ISTC,企业以企业为例,and lately MetroMass Transit MMT Ltd. for several发表 reasons including government social responsibilities,某企业的分析,environmental英文 factors,energy concerns and the advancement of a well-organized masstransportation system to开题 increase production and economic growth.。

  .........函授。

  

  CHAPTER大专 3,THEORETICAL FRAMEWORK..........大专 21。

  3.1 Theory of Sustainable Transport System and Sustainability ..........范围 21。

  3.2选题 Theory of Customer Satisfaction ........ 21。

  3.3 Theory of Service Quality........课题 23。

  3.4 Chapter题目 summary .............. 25。

  4.1企业 Literature Review on Service Quality............ 264。

  4.2 Conceptual model of the study............附录 40。

  4.2.1 Justification of SERVQUAL model.......选题 41。

  4.3 Summary of chapter电大 ...... 42。

  CHAPTER开题 5,RESEARCH METHODOLOGY ........... 43模板。

  5.1 Study Population方向 and Data Collection ........... 43。

  5.2 Respondents课题 Profile ...... 44。

  5.3 Constructs Operationalization.............电大 46。

  5.4 Data Analysis ................大专 47。

  5.5 Research课题 Design............ 49。

  5.6 Steps in Methodology ..............提纲 50。

  

  CHAPTER企业 6,STUDY RESULTS大纲。

  

  6.1 Results翻译 of face-to-face InterviewOverview。

  Thematic analysis was chosen to analyze the results of the face-to-face interview since it wasqualitative research which involved a structured专科 interview guide to solicit for opinions,某企业的分析,viewpoints大学,and大专 experiences from passengers. The analysis involved the identifying recurringpatterns across the transcribed speech and audio recordings to listen to data. ―Thematic analysisis a technique for identifying,某企业的分析,analyzing本科,and reporting patterns themes within data. It classifiesand defines your data set in rich detail‖ Braun and方向 Clarke,某企业的分析,2006英文,p. 6. Thematic analysisinvolves答辩 a step by step guide which offers flexibility,企业以企业为例,highlights文献 similarities and differences,某企业的分析,andit is essentially a repetitive process in classifying themes.The ideas generated through the transcription were considered pertinent to the research toestablish links and relationships答辩 between themes and the whole data set was given equal attentionas well as full consideration given to repeated patterns. A total of eight face-to-face in-depthinterviews were conducted to give a bit of rigour to the research.。

  ..........大专。

  

  CONCLUSION课题。

  

  This research on finding the relationship between urban大学 bus service quality and passengersatisfaction was focused primarily on how the expectations as well as the perceptions ofpassengers affect their satisfaction levels. Passenger satisfaction of service quality was viewed asa measure of comparison between pre-travel and post travel experiences. Furthermore,企业以企业为例,withregards to大全 the SERVQUAL gap analysis carried out,企业以企业为例,two dimensions namely开题 reliability andtangibility were found to have a positive relationship with passenger satisfaction while assurance,某企业的分析,empathy and responsiveness had a negative relationship提纲 with passenger satisfaction. It wasbrought to light that passengers were satisfied with three dimensions but dissatisfied with threedimensions of the service quality variables understudied. Invariably service delivery did not meetall their expectations. The detailed findings are discussed below;Firstly,某企业的分析,with regards to female perception of service quality of the怎么 BRT system services,企业以企业为例,it wasshown that there was no significant difference observed. This shows that gender didn‘t play asignificant role in the differences in perception. This finding is in line with Morton et al 2016conducted a study on Customer perceptions of quality of service in public transport in Scotland.Research results showed that attitudes regarding quality of bus service vary significantly acrosspassenger groups with females largely exhibiting relatively negative opinions regarding thequality of service. It can be reasoned from literature that this can be due to the选题 fact that femaleshave a tendency to express heightened concerns relating to safety considerations when usingpublic bus transport.。

  ..........课题。

  References abbreviated自考。