【正文】 .................................. 9 . 調(diào)研目的（ 5W1H 分析法） ................................................................................. 9 ． WHERE—— 關(guān)鍵詞：廣州 ....................................................................... 9 . WHEN—— 關(guān)鍵詞：“廣州市委十屆三次全會(huì)第一次全體會(huì)議”、“新型城市化”“轉(zhuǎn)型期” ...................................................................................................... 10 ． WHO—— 關(guān)鍵詞： 市民，觀光客，外來務(wù)工人員，高校學(xué)生 ............... 10 ． WHAT—— 關(guān)鍵詞： 廣州地鐵總體使用情況、滿意度 ...........................11 . WHY—— 關(guān)鍵詞：提高廣州居民和外來人口的生活水平和幸福指數(shù) .....11 ． HOW—— 關(guān)鍵詞：途徑、方式、渠道 ...................................................11 . 調(diào)研意義 ............................................................................................................ 11 .............................................................................................................. 12 ...................................................................................................... 13 . 概念界定與相關(guān)文獻(xiàn)綜述 .................................................................................. 13 廣州地鐵 ................................................................................................. 14 .............................................................................................. 14 .............................................................................................. 14 .“轉(zhuǎn)型期” .............................................................................................. 17 ...................................................................................................... 19 日程安排 .................................................................................................. 19 調(diào)研流程的 PDCA 管理過程 ..................................................................... 21 第三章 預(yù)調(diào)研 ............................................................................................................ 23 ． 預(yù)調(diào)研總述 ...................................................................................................... 23 ． 預(yù)調(diào)研情況 ...................................................................................................... 24 ． 預(yù)調(diào)研概況 .......................................................................................... 24 廣州地鐵滿意度調(diào)查及未來展望調(diào)研策劃書 3 / 119 預(yù)調(diào)研樣本 ............................................................................................ 25 預(yù)調(diào)研形式 .............................................................................................. 25 ......................................................................... 25 ................................................................................ 27 ........................................................................................... 38 從政府 職能角度： .................................................................................... 38 從地鐵運(yùn)營公司角度： ............................................................................. 39 ： .................................................................................... 41 ． 預(yù)調(diào)研局限性分析 ........................................................................................... 42 .................................................................................... 42 . 調(diào)查問卷的局限性 ................................................................................ 42 ．調(diào)研方法的局限性 ................................................................................. 43 ．統(tǒng)計(jì)方法與分析方法的局限性 ................................................................ 43 第四章 調(diào)研綜述 .......................................................................................................... 44 調(diào)查問卷設(shè)計(jì)注意事項(xiàng)： .................................................................................... 44 .............................................................................................................. 45 ． 數(shù)據(jù)抽樣 ......................................................................................................... 45 ． 在分層抽樣中的窘境與探索 ................................................................. 45 目標(biāo)總體抽樣解析 ................................................................................... 45 ． 數(shù)據(jù)分析方法 .................................................................................................. 46 隨機(jī)問卷調(diào)查法 ................................................................................................ 47 ............................................................................................. 47 .............................................................................................. 50 .............................................................................................. 55 制 .............................................................................................................. 55 第五章 調(diào)研分析 .......................................................................................................... 56 定性分析之 SWOT 分析法 .................................................................................... 56 ...................................................................................................... 58 ． 問卷定量分析之 —— 整體分析 ........................................................................ 59 —— 單個(gè)題目分析 ..................................................................... 59 公共設(shè)施部分 ............................................................................................................ 80 廣州地鐵滿意度調(diào)查及未來展望調(diào)研策劃書 4 / 119 .............................................. 82 .................................................................................... 86 因子分析法 ................................................................................................................ 86 第六章 我們的建議 ...................................................................................................... 92 第七章 附錄 ......................