基于逐步回归分析的铁路电子客票满意度调查分析

Survey of Railway E-ticket Satisfaction Based on Stepwise Regression Analysis

文章以宁波市居民为调查对象,以问卷法和访谈法对宁波铁路电子客票的认知度和满意度进行抽样调查,构建五个维度的指标体系并计算综合满意度,在此基础上利用逐步回归分析,研究乘客对综合满意度的影响因素,从而提出铁路电子客票服务质量和居民满意度的改进措施。

This paper takes Ningbo residents as the research object,conducts a sample survey on the cognition and satisfaction of Ningbo railway e-tickets by questionnaire and interview methods,the index system of five dimensions and calculates the comprehensive satisfaction.On this basis,stepwise regression analysis is used to study the influencing factors of passengers'comprehensive satisfaction,so as to put forward the improvement measures of railway e-ticket service quality and residents'satisfaction.