基于SEM的公交乘客满意指数模型及实证分析

公共交通是公共基础性服务的组成部分,对居民的日常生活、城市的经济发展有着重要的影响。而公交作为居民出行常选用的公共交通工具,其服务质量好坏影响居民的出行选择。借鉴美国顾客满意指数(ACSI)模型,基于SEM法构建公交乘客满意指数(BPSI)模型,并运用调查获取的公交乘客满意度数据分别对BPSI模型、ACSI模型进行拟合与评价,线性结构方程模型主要评价指标的数值表明,BPSI模型较ACSI模型的数据拟合效果更优。

Public transportation is a part of public infrastructure services, which has an important influence on the residents＇ daily life and economic development of the city. However, the bus is the public transportation tool that residents often choose, so its service quality will influence the residents＇ travel choices. According to American customer satisfaction index （ACSI） model, a new bus passenger satisfaction index （BPSI） model is built based on structural equation modeling （SEbl） method. More- over, BPSI model and ACSI model are fitted and evaluated respectively by using the investigation data of bus passenger sat- isfaction indices. The values of main assessment indices for linear structural equation model show that BPSI model＇ s fitting effect is more adaptable than ACSI model＇s fitting effect.