公路服务用户满意度模型研究

Study of Customer Satisfaction Model of Highway Service

公路服务用户满意度模型是评价公路服务质量、提高公路服务水平的重要工具。基于公路服务和用户满意度的概念,构建包括用户满意、用户期望、用户感知质量、用户忠诚四个潜在变量和服务条件、服务环境、服务活动三个质量因子在内的顾客满意度宏观模型,及其设计标识变量和问卷量表,经安徽省境内的合徐高速公路、合安高速公路和G105评价验证,其估计假设参数及总体拟合度具有一定的合理性。

Customer satisfaction model of highway service is a very important tool to evaluate and improve service quality of highway sector. Based on the conceptions of highway service and customer satisfaction, a macro-model is designed including four latent variables（customer satisfaction, customer expectation, customer perceived quality, customer loyalty） and three quality variables （service infrastructure, service environment and service activity） in the paper. At the same time, the questionnaire variables and table are brought forward. This macro-model is validated through estimating supposed parameters and fitted parameters by questionnaire data of Hefei-Anqing expressway, Hefei-Xuzhou expressway and G105 in Anhui province.