关键词: 交通运输工程；乘客满意度；有限理性；偏最小二乘法结构方程模型；公交乘客

Abstract: In order to truly reflect the level of bus service, improve service quality and enhance passenger satisfaction, the applicable conditions of passenger satisfaction research were analyzed from the perspective of bounded rationality, and the necessity of considering passenger bounded rationality factors in satisfaction research was explained, according to the main deficiencies of current passenger satisfaction research. On the basis of the conventional satisfaction evaluation model, the latent variables “passenger cognition” and “attitude preference” reflecting passengers' bounded rationality factors were added, and a partial least squares structural equation measurement model of “bus service satisfaction based on bounded rationality” was established. Subsequently, the questionnaire data of bus passengers in Nanchang was used to evaluate the satisfaction level, and the satisfaction scores were corrected according to the bounded rationality factors. Finally, a grouping study was conducted according to passenger characteristics, and the importance-performance analysis (IPA) method was used to obtain improvement strategies for different groups. The research results show that both passenger perception and attitude preference have a significant effect on satisfaction, indicating that the bounded rationality factors of passengers will affect the evaluation results of satisfaction. Meanwhile, perceived value and perceived quality are also important factors affecting satisfaction. The passenger satisfaction score after calcalation revision is 68.0%,indicating a low overall satisfaction rate. Priority should be given to improving information services, convenience, safety, social security, and other aspects to enhance satisfaction with public transportation services.

Key words: traffic and transportation engineering; passenger satisfaction; bounded rationality; partial least squares structural equation model; bus passenger