基于结构方程的高速铁路客运服务质量评价指标体系构建

Study of a Quality Evaluation Indictor System of High-speed Railway Passenger Service Based on SEM

全面了解高速铁路旅客满意度,客观评价高速铁路服务质量,有助于改善高速铁路客运服务质量,从而有利于提高高速铁路的行业竞争力。本文采用定性与定量相结合的方法,从经济性、便捷性、设备设施和人员服务四个方面对高速铁路旅客满意度进行评价,建立了高速铁路客运服务质量评价指标体系,并通过结构方程模型对该评价指标体系的科学性与合理性进行了验证。高速铁路客运服务质量评价指标体系的建立,为我国高速铁路客运服务质量评价体系的研究提供了理论基础。

A comprehensive understanding of the passenger satisfaction index,and an objective evaluation of service quality,are both necessary to improve passenger service quality and enhance the industry competitiveness of a high-speed railway.By combining qualitative and quantitative methods,this study evaluates passenger satisfaction and establishes a service quality evaluation system for the economy,convenience,equipment and facilities,and personnel service of a high-speed railway.Further,the rationality and scientificity of the system is verified using a structural equation model.The establishment of an evaluation indictor system provides a theoretical basis for the quality evaluation of high-speed railway passenger service in China.