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首页> 外文期刊>Procedia Manufacturing >A Study on a Structure of Customers’ Mental Images on the Safety in Railroad Services – An Evaluation of Safety Management in Transportation Bureau from the Viewpoint of Customers’ Satisfaction/Comfort/Safety
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A Study on a Structure of Customers’ Mental Images on the Safety in Railroad Services – An Evaluation of Safety Management in Transportation Bureau from the Viewpoint of Customers’ Satisfaction/Comfort/Safety

机译：从客户满意/舒适/安全的观点来看，顾客心理形象结构对安全局安全管理的评价

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The aim of safety activities in Japanese railroad companies is to raise the customers’ safety. In order to raise it, it is very important that safety management is evaluated from customers. However, currently there is little information to evaluate safety management and customer survey. A lot of information is the point of view of customer service. In this study, we structured customers’ mental images on the safety in railroad services. Furthermore, we carried out the investigation among transportation bureau, and evaluated based on the structure of mental images for the safety that we built in this study. First, this investigation was item choice form. The 10 item; Regularity, Education of the customer manner, Broadcast in the train, Ride-Comfort quality, Opening and closing of the door, Safety control system, Persistence of the safe, Crime prevention, Cleanliness of facilities, Service of the employee, was provided by the preliminary survey for the person in charge of safety management of several railroad companies. Next, we interviewed 400 people using the transportation about impression point of “the safety” for a transportation bureau and importance for ten factors. Target railroad bureau has posture to adopt various safety management activities positively. It seems that the posture led to high trust of the overall customers for constant work. On the other hand, there is a difference of the level among employees in correspondence for an individual event such as “enlightenment the customer manner” or “service of the employee”. It showed that the difference led to anxiety for the customers. A problem surfaced reducing the difference of ability among employees including service in future. In this study, we structured customers’ mental images on the safety in railroad services. Moreover, based on the suggested structure, we evaluated the safety activities of transportation bureau from the viewpoint of customers. In the future, we expect to expand the operating range and improve their utility.
机译：日本铁路公司安全活动的目的是提高客户的安全。为了提高它，非常重要的是，从客户评估安全管理。但是，目前几乎没有信息可以评估安全管理和客户调查。许多信息是客户服务的角度。在这项研究中，我们在铁路服务安全方面构成了客户的心理形象。此外，我们在运输局之间进行了调查，并根据我们在本研究中建立的安全性的安全性评估。首先，这项调查是项目选择形式。 10项;规律，教育的客户方式，播出火车，乘车舒适的质量，门，安全控制系统，持续的安全，预防犯罪，设施清洁，员工的服务，员工的服务，员工的服务，提供了若干铁路公司安全管理负责人的初步调查。接下来，我们采访了400人，使用交通运输局“安全”的印象点和十因素的重要性。目标铁路局有姿势，积极采用各种安全管理活动。似乎姿势导致整体客户的高度信任不断工作。另一方面，员工之间的级别与个人事件相对应的差异，例如“启蒙客户方式”或“员工的”服务“。它表明，差异导致客户焦虑。一个问题浮出水面，降低了员工在内的员工中的能力差异。在这项研究中，我们在铁路服务安全方面构成了客户的心理形象。此外，根据建议的结构，我们从客户的角度评估了运输局的安全活动。未来，我们希望扩大运营范围并提高其实用程序。

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