摘要
乘客满意度对公共交通可持续发展发挥着重要的作用,以感知服务质量为切入点,构建感知服务质量、感知价值、公共交通乘客满意度的结构方程模型,并以城市公共交通乘客为样本,利用LISREL软件对模型及假设进行验证。研究结果表明:感知服务质量的有形性、便利性、安全性和可靠性对公共交通乘客满意度有显著的正向影响,其重要程度依次为便利性、有形性、安全性和可靠性;感知服务质量的有形性、便利性和安全性对感知价值有显著的正向影响,其重要程度依次为便利性、安全性、有形性;感知价值对公共交通乘客满意度有显著的正向影响。
Passenger satisfaction plays an important role on sustainable development of public traffic.This paper takes perceived service quality as the starting point to build structural equation model of perceived service quality, perceived value and public traffic passenger satisfaction and takes city public traffic passengers as an example to prove the model and the assumption using LISREL software. The study result shows： the tangibility, convenience, safety and reliability of perceived service quality have positive influence on passenger satisfaction of public traffic, and their importance sequences are convenience, tangibility, safety and reliability; the tangibility, convenience and safety of perceived service quality also have obvious positive influence on perceived value, and their importance sequences are convenience, safety and tangibility; and perceived value has positive influence on passenger satisfaction of public traffic.
出处
《铁道运输与经济》
北大核心
2016年第2期60-66,共7页
Railway Transport and Economy
基金
国家自然科学基金项目(61374157)
关键词
公共交通
感知服务质量
乘客满意度
实证研究
Public Traffic
Perceived Service Quality
Passenger Satisfaction
Empirical Study
