公众视角下高速公路运营服务的满意度影响因素研究

doi:10.3969/j.issn.1674-0696.2022.12.04

重庆交通大学学报（自然科学版） ›› 2022, Vol. 41 ›› Issue (12): 26-32.DOI: 10.3969/j.issn.1674-0696.2022.12.04

• 交通+大数据人工智能 • 上一篇下一篇

公众视角下高速公路运营服务的满意度影响因素研究

向鹏成1,2，高璐1，贾富源1

(1. 重庆大学管理科学与房地产学院，重庆 400045； 2. 重庆大学建设经济与管理研究中心，重庆 400045)

收稿日期:2021-08-13 修回日期:2022-01-22 发布日期:2023-01-16
作者简介:向鹏成（1974—），男，四川万源人，教授，博士，主要从事项目风险管理方面的研究。E-mail：pcxiang@cqu.edu.cn 通信作者：高璐（1998—），女，陕西白水人，硕士研究生，主要从事项目风险管理方面的研究。E-mail：1402411968@qq.com
基金资助:
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)

Influencing Factors of Expressway Operation Service Satisfaction from the Public Perspective

XIANG Pengcheng1,2, GAO Lu1, JIA Fuyuan1

(1. School of Management Science and Real Estate, Chongqing University, Chongqing 400045, China; 2. Construction Economics and Management Research Center, Chongqing University, Chongqing 400045, China)

Received:2021-08-13 Revised:2022-01-22 Published:2023-01-16

摘要/Abstract

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，χ2/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。

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

Abstract: 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: ①the theoretical model has a good fitness (P=0.114, χ2/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.

Key words: highway engineering; expressway operation service; public satisfaction; influencing factors; empirical research; structural equation model

中图分类号:

U492.4+4

向鹏成1,2，高璐1，贾富源1. 公众视角下高速公路运营服务的满意度影响因素研究[J]. 重庆交通大学学报（自然科学版）, 2022, 41(12): 26-32.

XIANG Pengcheng1,2, GAO Lu1, JIA Fuyuan1. Influencing Factors of Expressway Operation Service Satisfaction from the Public Perspective[J]. Journal of Chongqing Jiaotong University(Natural Science), 2022, 41(12): 26-32.

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公众视角下高速公路运营服务的满意度影响因素研究

Influencing Factors of Expressway Operation Service Satisfaction from the Public Perspective

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