시스템다이내믹스를 활용한 도시철도 서비스품질 개선에 관한 연구

Abstract

This study aims to examine the effect of urban railway service quality on customer satisfaction by focusing on quantified methods using system dynamics, first of all, what is the relationship between the quality factor variables of urban railway service? Second, based on the relationship between the service quality factors of urban railroads, what quantitative behavior do the major variables show in the future? Thirdly,' To what extent quantitatively does the quality of urban railway service depend on the government's efforts to improve the quality of quality as the number of passengers using the urban railway increases? Fourth, the research question has been set to how quantitatively the effect of complaints about the quality of train service on the satisfaction of users of urban railroads. An analysis of the above research problems shows that the increase in monthly average passenger demand affects the increase in complaints about safety and safety when using the customer. An increase in the average number of delays per month affected train service complaints, which in turn negatively affected customer (station) information complaints. The increase in the number of passengers using urban railroads is a positive feedback due to the positive effect of the government's efforts to improve the excellent quality of urban railroads, and the increase in dissatisfaction with the quality of train operation service when using urban railroads was able to be quantitatively predicted through simulation that it had a negative impact on user satisfaction.