基于Rasch模型的地铁服务质量研究

Research on Subway Service Quality Based on Rasch Model

地铁服务质量是影响地铁分担率的重要因素.为有效研究地铁服务质量影响因素,分析出行者个人属性对地铁服务评价的影响,文中基于Rasch模型,对地铁服务质量的影响因素及地铁总体满意度进行研究.通过Rasch模型,出行者对于地铁评价的定序数据转化为不依赖样本的问题项定距数据difficulty和不依赖问题项的出行者定距数据ability.结果表明,出行者环保意识会影响出行者对地铁服务的评价.地铁服务中,站台的拥挤情况、车厢内拥挤情况、车厢内噪声等最需要改进.为提升地铁服务质量和满意度,应改善地铁的拥挤情况和降低噪声,同时提升出行者的环保意识.

The quality of subway service is an important factor affecting the subway sharing rate. In order to effectively study the influencing factors of subway service quality and analyze the influence of travelers ’ personal attributes on subway service evaluation, this paper studied the influencing factors of subway service quality and subway overall satisfaction based on Rasch model. Through the Rasch model, the travelers ’ sequencing data for subway evaluation are transformed into interval data, that is, item-free ability related to travelers and sample-free difficulty related to items. The study found that travelers’ awareness of environmental protection will affect travelers’ evaluation of subway services. In subway service, the congestion of platforms, the congestion in carriages and the noise in carriages need to be improved most. In order to improve the service quality and satisfaction of subway, it is necessary to improve subway congestion and reduce noise, and at the same time enhance travelers’ awareness of environmental protection.