基于乘客感知的西安市轨道交通服务质量调查研究

Investigation of Xi′an Rail Transit Service Quality Based on Passenger Perception

针对城市轨道交通服务与乘客满意之间的矛盾,展开基于乘客感知的城市轨道交通服务质量调查,首先进行评价指标体系的构建,根据1~9度标度法确定指标权重,然后对调查数据进行信度与效度分析,最后统计数据并对结果进行描述性分析与满意度分析。以西安市地铁线的轨道交通服务质量的调查数据为依据,据此提出有针对性的改进建议。

In view of the contradiction between urban rail transit service and passengers′satisfaction,this paper launched a survey on the service quality of urban rail transit based on passengers′perception.Firstly,the evaluation index system was constructed,and the index weights were determined according to the 1~9 degree scale method.Then,the reliability and validity of the survey data were analyzed.Finally,the data were statistically analyzed,and the results were described and satisfaction analyzed.Based on the survey data of rail transit service quality of Xi′an subway line,this paper puts forward some targeted improvement suggestions.