基于结构方程模型的铁路电子客票乘客满意度调查分析

Investigation and Analysis of Passenger Satisfaction Degree of Railway E-ticket Based on Structural Equation Model

以乘坐铁路交通工具出行的旅客为调查对象,对铁路电子客票实施情况、认知度、前景态度等内容进行调查,分析乘客对铁路电子客票实施情况满意度的影响因素;同时,建立结构方程模型,从用户个性因素、主观感受、制度和民众期望这4个方面探讨它们与乘客满意度之间的关系,从而对铁路电子客票的实施形式提出改进措施,为铁路部门提高乘客满意度出谋划策。

Taking the passengers traveling by railway vehicles as the survey objects,the paper surveys the implementation,awareness,prospects and attitudes of railway e-tickets,and analyzes the factors influencing passengers’satisfaction with the performance of railway e-tickets.Besides,it establishes a structural equation model and discusses the relationship between users’personalities,subjective feelings,systems,public expectations and customer satisfaction so as to propose suggestions to improve the railway e-ticket system and passenger satisfaction.