铁路旅客感知的列车服务质量实证研究  

Empirical Study on Passenger Perceived Service Quality in a Passenger Train

作　　者：温碧燕[1] 秦倩倩[1] 周思念[1] 

机构地区：[1]暨南大学管理学院,广东广州510632

出　　处：《铁道学报》2012年第9期7-14,共8页Journal of the China Railway Society

基　　金：国家自然科学基金项目(70902020);国家旅游局规划项目(09TABG017)

摘　　要：探讨铁路客运列车旅客感知服务质量的构成与维度,及其与旅客感知消费价值、旅客满意度、旅客再乘意向以及正面口头传播意向之间的关系。本文以乘坐广深铁路"和谐号"列车的旅客为对象,共收集149份有效问卷,采用结构方程模型分析技术对数据进行分析。研究结果表明:旅客感知的列车服务质量包含3个维度,即硬质量、软质量、列车上所售商品质量;旅客感知的列车服务质量、票价合理性、列车旅行速度对旅客感知的消费价值有显著的正向影响;旅客感知的消费价值对旅客满意度有显著的正向影响;旅客满意度正向影响旅客的再乘意向及其正面口头传播意向。This article aims to model and test the constitution and dimensions of passenger perceived service quality and their relationship with passenger perceived consumption value, passenger satisfaction, and passen- ger repurchase and positive word-of-mouth spread intention in the context of passenger train service. 149 valid copies of questionnaires were colleted from passengers of the Harmony Train running on the Guangzhou-- Shenzhen Line and the included data was analyzed by structural equation modeling. The results indicate as fol- lows. Passenger perceived service quality consists of three dimensions, i. e. , hard quality, soft quality and quality of merchandise on sale in passenger car; passenger perceptions of the passenger service quality, passen- ger fare and train speed influence the passenger perceived consumption value positively and obviously; the pas- senger perceived consumption value influences passenger satisfaction positively and obviously; passenger satis- faction influences passenger repurchase and positive word-of-mouth spread intention in a positive way.

关 键 词：铁路旅客感知服务质量 旅客感知的消费价值 旅客满意度 行为意向 

分 类 号：U293.3[交通运输工程—交通运输规划与管理]