摘要
将城市公交服务质量简化为乘客便利感知质量、乘车环境质量、运营服务质量三个维度,运用结构方程模型(SEM)建立了常规公交乘客服务质量-满意度-忠诚度模型,并结合南昌市实际调查数据,通过服务质量指标因子定量分析各变量对乘客满意度-忠诚度的影响。研究结果表明,乘客便利感知质量、乘车环境质量、运营服务质量对乘客满意度均有直接正向相关性,而对乘客忠诚度则无直接正向相关性;影响城市公交服务质量的重要因素依次是公交路线的换乘便利情况、公交车况、公交卫生状况和公交运行安全性。
Simplifying the service quality of Urban Public Transport to the three dimensions of the perceived quality of passenger convenience,traveling environment and operation service quality.Using structural equation（SEM） method to establish a model about Conventional Public Transport passenger the quality of Service-Satisfaction-Loyalty,through the quality of service indicator factor quantitatively analyzed variables influence about passenger satisfaction and loyalty based on the practical investigation data of Nanchang city.Results showed the at the perceived quality of passenger convenience,traveling environment and operation service quality has a direct positive correlation to passenger satisfaction,while has no direct positive correlation to passenger loyalty.Affecting Urban Public Transport service quality＇s important factor in turn is the case of bus routes traveling convenience,the bus condition,health conditions and bus operation safety.
出处
《数理统计与管理》
CSSCI
北大核心
2016年第2期198-205,共8页
Journal of Applied Statistics and Management
基金
国家自然科学基金(51468020和51178157)
江西省青年科学基金项目(20151BAB216024)
关键词
公交
服务质量
结构方程模型(SEM)
满意度
public transport
service quality
structural equation modeling（SEM）
satisfaction
