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铁路客运网络票务服务乘客满意度测评模型及实证研究

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摘要 为获取乘客对铁路客运网络票务服务的满意度评价方法,本文构建了铁路客运公司乘客网络票务服务满意度测评模型,利用结构方程对模型进行了分析。本文基于ACSI模型,针对铁路客运行业特点,结合上海铁路监管局辖区内的乘客实际调研样本数据,对采集样本做了分析,得出结论,为铁路客运企业提高网络票务服务质量提出一些建议。
出处 《中国水运(下半月)》 2016年第2期66-68,共3页
基金 上海理工大学国家级项目培育基金项目(16HJPY-QN14) 上海铁路监督管理局咨询课题SRA-YSJC-201502
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