摘要
从公众的视角研究了高速公路运营服务的满意度影响因素,以顾客满意度理论为基础,结合我国高速公路的特有属性,构建了公众满意度评价指标体系和评价模型,并以成遂渝高速公路为案例进行了实证研究,通过结构方程模型验证理论模型的拟合情况和因子影响程度。研究表明:(1)理论模型具有良好的适配度(P=0.114,χ^(2)/df=1.255);(2)在α=0.001水平下,通行能力感知和环境设施感知对公众满意度总的影响效应最高(β>0.5),而企业形象只间接作用于公众满意度。
The influencing factors of expressway operation service satisfaction were studied from the public perspective. Based on the customer satisfaction theory, combined with the unique attributes of China’s expressway, the public satisfaction evaluation index system and evaluation model were established. Taking Chengdu-Suining-Chongqing Expressway as a case study, the empirical research was carried out. The fitting of the theoretical model and the influence degree of factors were verified by structural equation model. The results show that:(1)the theoretical model has a good fitness(P=0.114, χ^(2)/df=1.255);(2) when α=0.001, the total effect of traffic capacity perception and environmental facilities perception on public satisfaction is the highest(β>0.5), while corporate image only indirectly affects public satisfaction.
作者
向鹏成
高璐
贾富源
XIANG Pengcheng;GAO Lu;JIA Fuyuan(School of Management Science and Real Estate,Chongqing University,Chongqing 400045,China;Construction Economics and Management Research Center,Chongqing University,Chongqing 400045,China)
出处
《重庆交通大学学报（自然科学版）》
CAS
CSCD
北大核心
2022年第12期26-32,共7页
Journal of Chongqing Jiaotong University(Natural Science)
基金
国家社科基金重点项目(21AGL033)
重庆市自然科学基金面上项目(cstc2020jcyj-msxmX0107)。
关键词
道路工程
高速公路运营服务
公众满意度
影响因素
实证研究
结构方程模型
highway engineering
expressway operation service
public satisfaction
influencing factors
empirical research
structural equation model
