基于SEM的公交乘客满意度测评模型  

Bus Passenger Satisfaction Measurement Model Based on SEM

作　　者：李琼[1] 马兴慧 朱顺应[1] 

机构地区：[1]武汉理工大学交通学院,湖北武汉430063

出　　处：《物流技术》2016年第10期78-81,97,共5页Logistics Technology

摘　　要：乘客是公交行业最为重要的资源,为了提高公交服务质量,深入了解公交满意度的影响因素,提出了基于SEM的公交乘客满意度测评模型,并针对影响较大的因素给出相应的改进措施。然后结合武汉市公交行业特点,针对武汉市公交乘客进行问卷调查,利用结构方程模型进行数据分析,据此建立由感知质量、感知价值和乘客期望等潜变量构成的结构方程模型,分析和检验结果表明实际调查数据与模型拟合度较优,说明公交乘客满意度指数模型建立较为成功,可以利用到公交服务领域中,并为公交行业提供相应的改进措施。In this paper, in order to improve the quality of the public transportation services and understand in-depth the factors affecting the passenger satisfaction, we proposed the SEM-based bus passenger satisfaction measurement model and in view of the major factors proposed the corresponding modification measures. Next, in view of the characteristics of the public transportation system of Wuhan, we had a questionnaire survey on the bus passengers there, and built the structural equation model composed by such latent variables as perceived quality, perceived value and customer expectation, etc., which yielded results in close fitness to the result of the survey, thus demonstrating the validity of the model established.

关 键 词：公交乘客 满意度测评 SEM模型 

分 类 号：O141.4[理学—数学] F570.7[理学—基础数学]