基于SEM与SERVQUAL的轨道交通突发事件乘客满意度评价研究  

Study on Passenger Satisfaction Assessment for Rail Transit Emergencies Based on SEM and SERVQUAL

作　　者：陈星 范礼乾[2] 阴佳腾 赵文天 赵飞 CHEN Xing;FAN Liqian;YIN Jiateng;ZHAO Wentian;ZHAO Fei(Nan Chang Rail Transit Group Co.,Ltd.,Nanchang 330220,China;China Railway Siyuan Survey and Design Group Co.,Ltd.,Wuhan 460063,China;State Key Laboratory of Rail Traffic Control and Safety,Beijing Jiaotong University,Beijing 100044,China;Beijing Urban Construction Design&Development Group Co.,Ltd.,Beijing 100045,China;Beijing Subway Operation Co.,Ltd.,Beijing 100044,China)

机构地区：[1]南昌轨道交通集团有限公司,江西南昌330220 [2]中铁第四勘察设计院集团有限公司,湖北武汉430063 [3]北京交通大学轨道交通控制与安全国家重点实验室,北京100044 [4]北京城建设计发展集团股份有限公司,北京100045 [5]北京地铁运营公司,北京100044

出　　处：《智慧轨道交通》2024年第6期83-87,共5页INTELLIGENT RAIL TRANSIT

摘　　要：文章从乘客角度分析了城市轨道交通突发事件下乘客服务质量的评估问题,基于SERVQUAL模型构建了包含16项评价指标的乘客满意度“五维模型”;基于SEM模型分析了突发事件下五维属性与服务质量之间的定量关系,进而确定了影响服务质量的主要因素和相关权重;最后通过现场调查验证了评估模型的有效性。研究发现,相较于传统评价指标因素如晚点率、兑现率等,乘客在突发事件下更注重的是影响其出行体验的“感性”因素,包括是否能及时发布突发事件产生的原因、现场工作人员的专业性和服务态度等。该研究为智慧城轨发展纲要中以乘客为中心的智能调度、应急管控等关键系统的研发提供了理论支撑,对于我国智慧轨道交通应急管控的发展具有重要的理论支撑与借鉴意义。This article analyzes the problems in assessment of passenger service quality in urban rail transit emergencies from the angle of passengers and establishes a“5D model”of passenger satisfaction containing 16 assessment indicators based on the SERVQUAL model;it analyzes the quantitative relation between he 5D attributes and the service quality in emergencies based on the SEM theory so as to determine the main factors to influence the service quality and their respective weights;and finally,it verifies the effectiveness of the assessment model through on-site investigation.The study finds out that compared with the conventional assessment indicators such as delay rate,demand rate,et al.,passengers pay more attention to the“emotional”factors that influence their travel experience in emergencies,including the timely publication of the causes of emergencies,the professionalism and service attitude of on-site staff,et al.The study provides a theoretical support for the R&D of intelligent dispatch,emergency control and other passenger-centered key systems defined in the intelligent urban rail development program and offers an important theoretical support and a referential value for the development of intelligent rail transit emergency control of China.

关 键 词：城市轨道交通 突发事件管控 乘客服务质量 结构方程模型 SERVQUAL模型 SEM 

分 类 号：U231[交通运输工程—道路与铁道工程]