基于SEM的轨道交通乘客满意度测评模型  

Passenger Satisfaction Evaluation Model for Rail Transit Based on Structural Equation Modeling

作　　者：沈玮薇 肖为周[1] 

机构地区：[1]苏州大学城市轨道交通学院,苏州215131

出　　处：《武汉理工大学学报》2015年第5期48-56,共9页Journal of Wuhan University of Technology

基　　金：国家自然科学基金(51208328)

摘　　要：乘客满意度是衡量轨道交通运营服务质量的重要指标。传统测评方法缺乏对满意度影响因素之间因果关系的研究。基于结构方程模型(SEM)建立的乘客满意度测评模型,能反映满意度影响因素之间的因果关系,并采用偏最小二乘法(PLS)估计模型参数。运用四象限分析技术明确轨道交通服务的优势和劣势,利于轨道交通部门改善运营服务质量。以苏州轨道交通一号线为例进行乘客满意度测评,结果表明:基于SEM采用PLS估计方法建立的测评模型,其路径系数正负号与量级符合实际情况,测评结果合理可靠,苏州轨道交通乘客满意程度为比较满意,票价和服务质量是影响乘客满意度最重要的因素,信息宣传、安全稳定和人员服务是影响服务质量最关键的服务方面。Passenger satisfaction is an important indicator for measuring service quality of rail transit.Traditional evaluation methods pay little attention on the study for the causal relationships among influence factors of satisfaction.A passenger satisfaction evaluation model which can reflect the causal relationships among satisfaction factors was built based on the structural equation modeling（SEM）,and the model parameters were estimated by using partial least square method（PLS）.Four quadrant analysis was used to find advantages and disadvantages of rail transit service,which can help rail transit to improve its service quality.This paper took Suzhou rail transit line 1as an example to evaluate passenger satisfaction.The experimental results show that,for the evaluation model established on the basis of SEM and PLS,the sign and the magnitude of path coefficients are consistent with the actual situation,and the evaluation results are reasonable and reliable.Meanwhile,the degree of passenger satisfaction of Suzhou rail transit is relatively satisfied,ticket price and service quality are most important factors,which will affect passenger satisfaction,and information distribution,safety and staff service are the most crucial service aspects affecting service quality.

关 键 词：城市交通 乘客满意度 结构方程模型 偏最小二乘法 轨道交通 测评指标体系 

分 类 号：U231.92[交通运输工程—道路与铁道工程]