城市轨道交通乘客感知质量指标研究

A Study of Perceived Quality Indicators of Urban Rail Passengers

研究了城市轨道交通乘客感知质量指标与总体满意度的关系以及不同需求层次下感知质量指标重要性的变化。以武汉轨道交通满意度调查中获取的10 461份有效问卷数据为基础,利用Bayesialab软件结构学习算法结合专家经验进行贝叶斯网络结构学习,建立了12个感知质量指标与总体满意度之间的贝叶斯网络,结果显示部分感知质量指标之间存在相互关系且均直接或间接的影响乘客总体满意度。以感知质量指标不同取值对应的总体满意度期望值为度量标准,分析在不同需求层次下感知质量指标重要性的变化规律,发现随着感知质量指标满意程度的增加,"乘车安全性"指标的重要性明显下降,"乘客文明"指标的重要性明显上升,符合马斯洛需求层次理论的规律。

Relations between perceived quality indicators and overall satisfaction of urban rail passengers,and weight change of perceived quality indicators at different hierarchy of needs are studied.Based on 10 461 valid questionnaires from a survey in Wuhan,a Bayesian network model is developed with 12 perceived quality indicators and overall satisfaction by Bayesialab′s structure learning algorithm and suggestions from experts.The results show that there are mutual influences between indicators;all indicators have direct or indirect effects on overall satisfaction.Take expectation for satisfaction as standards,the change pattern of indicators′importance under different hierarchy of needs are analyzed.The results show that when values of perceived quality indicators increase,the weight of＂security＂indicator declines,and the weight of＂civilization＂indicator increases.The results accord with Maslow′s hierarchy of needs.