地铁服务质量对乘客满意度和忠诚度的影响研究

Research on the Influence of Metro Service Quality on Passenger Satisfaction and Loyalty

由于地铁具有安全、快捷的优点,其日益成为人们外出的主要交通工具。文章构建了地铁服务质量对乘客满意度及忠诚度的关系模型,包括8个构面(有形性、可靠性、反应性、保证性、关怀性、舒适性、乘客满意度和乘客忠诚度),提出13条假设。通过实证研究验证了各因素之间的相互作用关系,其中11条假设成立并呈现出不同程度的影响,而舒适性与乘客满意度及忠诚度之间的假设不被支持。基于研究结果,提出一系列改善地铁服务进而持续吸引乘客的建议,旨在促进城市地铁的良好发展。

Because of the advantages of safety and speed,subway is becoming the main means of transportation for people to go out.This paper constructs the relationship model between subway service quality and passenger satisfaction and loyalty,including 8 dimensions(tangibility,reliability,reactivity,assurance,care,comfort,passenger satisfaction and passenger loyalty),and puts forward 13 hypotheses.Through empirical research,the interaction relationship between various factors is verified,of which 11 hypotheses are tenable and show varying degrees of influence,while the hypothesis between comfort and passenger satisfaction and loyalty is not supported.Based on the research results,this paper puts forward a series of suggestions to improve subway services and continue to attract passengers,in order to promote the good development of urban subway.