基于SEM模型的城市公交服务市民满意度研究——以乌鲁木齐市为例  

A Study on Citizens' Satisfaction of Urban Public Transit Service Based on SEM Model——A Case Study on Urumqi

作　　者：刘希珍[1] 贾友军[1] 王松[1] LIU Xi -zhen JIA You -jun WANG Song(School of Management, Xinjiang Agricultural University, Urumqi 830052, Chin)

机构地区：[1]新疆农业大学管理学院,乌鲁木齐830052

出　　处：《哈尔滨商业大学学报（社会科学版）》2016年第6期71-79,共9页Journal of Harbin University of Commerce:Social Science Edition

基　　金：2016年国家社会科学基金项目(16BMZ089)

摘　　要：公交服务是城市居民正常工作、出行的必要保障,为了解市民对当前公交服务的满意度情况,通过以调查问卷和访谈的形式对乌鲁木齐市的500人进行调查,并通过五级评分和SEM模型对乌鲁木齐市公交服务市民满意度进行实证分析。研究结果显示,59.1%的市民对当前公交服务表示不太满意,公交服务总体满意度总体平均得分仅为2.34分。其中,经济便捷和行车安全对公交服务市民满意度有直接正向影响,营运秩序和车貌车况则有间接正向影响。根据调查研究结果,提出加强对公交服务的财政投入、制定统一的公交服务收费标准、完善公交路线规划与站台设置等政策建议,为后续公交政策的制定提供实证参考。Transit service is a necessary guarantee for the normal travel and work of citizens,in order to understand citizens＇ satisfaction of transit service on the basis on urban development. The team conducted a research and interview of 500 citizens through the form of questionnaire survey and interview in Urumchi,and made an empirical analysis of citizens＇ satisfaction to transit service through the five score and SEM model. The results show that 59. 1% of the citizens expressed less satisfaction with the current bus service,the overall satisfaction of the transit service is only 2.34 points. The economy and convenience,safe driving have direct positive impact on transit service satisfaction,operating order and appearance of the bus condition has indirect positive effect. According to the research results,the paper puts forward suggestions that strengthening financial investment to bus service,formulating unified bus service charges,perfecting bus route planning and platform setting,So as to provide empirical reference for the subsequent bus policy formulation.

关 键 词：SEM 公交服务 市民 满意度 

分 类 号：F062.6[经济管理—政治经济学] F810.452