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首页> 外文会议>2016 International Conference on Logistics, Informatics and Service Sciences >Relationship analysis of the urban rail service quality, passenger satisfaction and loyalty based on the structural equation model
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Relationship analysis of the urban rail service quality, passenger satisfaction and loyalty based on the structural equation model

机译：基于结构方程模型的城市轨道交通服务质量，旅客满意度和忠诚度的关系分析

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摘要

Urban rail transit has been selected as the research object for this paper. Firstly, an index system has been established to evaluate the passengers' satisfaction and loyalty from the perspectives of service quality, passenger satisfaction and loyalty. Secondly, a passenger satisfaction and loyalty evaluation questionnaire for the urban rail transit service quality has been designed and a survey has been conducted. At last, based on the survey data, this paper has used the structural equation method to establish a model to analyze the relationship among the urban rail transit service quality, passenger satisfaction and loyalty. The model has made hypothesis on the relationship of city rail transit service quality and passenger satisfaction, passenger satisfaction and passenger loyalty, city rail transit service quality and passenger loyalty. (1) The urban rail transit service quality has a direct and positive effect on the passenger satisfaction. (2) The passenger satisfaction has a direct and positive effect on the passenger loyalty. (3) Part of the rail transit service quality factors has a direct and positive effect on the passenger loyalty. (4) The effect of the urban rail transit service quality on passenger loyalty was partially mediated by the passenger satisfaction.
机译：本文选择城市轨道交通作为研究对象。首先，建立了从服务质量，旅客满意度和忠诚度的角度评价旅客满意度和忠诚度的指标体系。其次，设计了关于城市轨道交通服务质量的旅客满意度和忠诚度评估问卷，并进行了调查。最后，基于调查数据，利用结构方程法建立了一个模型，分析了城市轨道交通服务质量，旅客满意度和忠诚度之间的关系。该模型对城市轨道交通服务质量与乘客满意度，乘客满意度与乘客忠诚度，城市轨道交通服务质量与乘客忠诚度之间的关系进行了假设。 （1）城市轨道交通服务质量对乘客满意度有直接和积极的影响。 （2）旅客满意度对旅客忠诚度有直接和积极的影响。 （3）部分轨道交通服务质量因素对乘客忠诚度具有直接和积极的影响。 （4）城市轨道交通服务质量对乘客忠诚度的影响部分是由乘客满意度引起的。

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