城市轨道交通服务质量评价体系研究

Study on Service Quality Evaluation System of Urban Rail Transit

城市轨道交通系统具有运量大、速度快、准确及时、绿色环保等诸多优点,已成为当今世界各大城市公共客运交通体系中的骨干系统。随着生活水平的提高,人们对城市轨道交通服务质量的要求也越来越高。综合运营企业服务能力和乘客感知角度构建了城市轨道交通服务质量评价体系,并以沈阳市轨道交通为例收集数据,建立结构方程模型对评价体系设计的合理性进行验证。结果表明,该评价体系设计较为合理,通行效率、运营便利性、乘坐舒适性、服务管理、票价合理性与服务质量成正向直接相关关系。

The urban rail transit system has many advantages,such as large capacity,fast speed,accuracy and timeliness,environmental protection.It has become the backbone system in the public passenger transportation system of major cities in the world today.With the improvement of living standards,people have higher and higher requirements for the quality of urban rail transit services.The evaluation system of urban rail transit service quality was constructed from the perspective of service capability of operating enterprises and passenger perception,and the rationality of the evaluation system design was verified by the structural equation model based on the data collected by Shenyang rail transit as an example.The results show that the design of the evaluation system is relatively reasonable,and the service quality is affected by traffic efficiency,operational convenience,ride comfort,service management,and fare reasonableness.