基于结构方程模型的铁路旅客满意度研究  

Passenger Satisfaction Analysis Based on Structural Equation Model

作　　者：陈梦璐 张桂贤[1] CHEN Menglu;ZHANG Guixian(School of Traffic and Transportation,Dalian University of Science and Technology,Dalian 116085,China)

机构地区：[1]大连科技学院交通运输学院,大连116085

出　　处：《现代交通技术》2020年第6期73-77,共5页Modern Transportation Technology

基　　金：辽宁省2019年度科学研究经费项目(L2019002)。

摘　　要：为探究铁路客运站旅客满意度的影响因素,通过构建结构方程模型,提出了相关假设,以大连站为例,根据旅客问卷调查结果,运用AMOS软件对模型进行检验分析。结果显示,准时性、安全性、舒适性、服务性、便捷性和价值感知与旅客满意度呈现显著的正相关,其中舒适性影响效果相对最高,同时为大连站提出旅客服务的改进措施,以提高铁路旅客运输服务水平。In order to explore the influencing factors of passenger service satisfaction in railway passenger stations,a structural equation model was constructed and relevant assumptions were put forward in this paper.Taking Dalian Station as an example,AMOS was used to test and analyze the model based on the actual questionnaire survey results of passengers.The results showed that punctuality,safety,comfort,service,convenience and value perception had significant positive impact on passenger satisfaction,with comfort had the highest impact.According to the path coefficient value of each factor,the improvement measures of passenger service for Dalian Station were proposed in order to improve the service level of railway passenger transport.

关 键 词：结构方程模型 铁路客运站 旅客满意度 

分 类 号：U291.6[交通运输工程—交通运输规划与管理]