Research on Urban Rail Transit Passenger Satisfaction Evaluation Model

doi:10.3969/j.issn.1674－0696.2012.supp.1.25

Abstract

Abstract: The service quality is the key to urban rail transit operation and sustainable development． Passenger satisfaction evaluation is an important method to evaluate the quality of urban rail transport passenger service． ACSI ( American Customer Satisfaction Index Model) was taken as a reference to establish an indicator system for passenger satisfaction in China． The index system was established from several aspects，including the service quality，the service facility，the safety and the service environment． Moreover，the model was estimated by partial least square method． By analyzing the investigation result of subway service in one city，the overall satisfaction of urban rail transit passenger service was concluded，and the influence of every index was analyzed． In the end，the practicality of the model was verified by example．

Key words: urban rail transit, customer satisfaction index, passenger satisfaction evaluation, partial survey least square

摘要： 客运服务质量是城市轨道交通运营生存和可持续发展的关键，评价城市轨道交通客运服务质量的重要方法是进行乘客满意度测评。借鉴美国顾客满意度指数(ACSI)模型，构建了我国城市轨道交通乘客满意度测评模型，从服务质量、服务设施、服务安全、服务环境等4个方面确立了指标体系，并采用偏最小二乘法对模型进行估计。通过对某城市地铁的调查，测得了城市轨道交通客运服务的整体满意度，并深入分析了每一指标的影响力。最后实例验证了所建立的模型的实用性。

关键词: 城市轨道交通, 顾客满意度指数, 乘客满意度测评, 偏最小二乘法

CLC Number:

U231⁺.92

Jiao Lili，Xu Yongneng，Yu Shijun. Research on Urban Rail Transit Passenger Satisfaction Evaluation Model[J]. Journal of Chongqing Jiaotong University(Natural Science), 2012, 31(增1): 638-640.

矫丽丽，徐永能，于世军. 城市轨道交通乘客满意度测评模型[J]. 重庆交通大学学报（自然科学版）, 2012, 31(增1): 638-640.

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