基于5GAP模型和Logit模型的乘客满意度分析与改善

Analysis and Improvement of Passenger Satisfaction Based on 5GAP Modeland Logit Models

随着经济的发展,越来越多的城市开始建设轨道交通。由于具有安全、快捷的优点,轨道交通日益成为人们外出的主要交通工具。为进一步提升乘客满意度,以杭海城际铁路为研究对象,拟探究轨道交通服务质量对乘客满意度及乘客忠诚度的影响,以SERVQUAL量表为基础,将有序Logit模型作为量化方法,构建了5GAP模型。结果表明:移惰性及响应性对乘客满意度具有显著影响,其回归系数分别为5.45、3.58。针对基于分析结果,从丰富信息响应途径,提高响应性感受;完善优质便民服务,提高移惰性感受;正确了解乘客期望,提高服务质量等方面提出一系列改善轨道交通服务的建议。

With the development of economy,more and more cities start to build rail transportation.Due to the advantages of safety and speed,rail transit is increasingly becoming the main transportation for people to go out.In order to further improve passenger satisfaction,taking Hanghai Intercity Railway as the research object,this paper intends to investigate the influence of rail transit service quality on passenger satisfaction and passenger loyalty.Based on SERVQUAL scale,the ordered Logit model is used as a quantization method to construct a 5GAP model.The results show that displacement inertia and responsiveness have a significant effect on passenger satisfaction,with regression coefficients of 5.45、3.58 respectively.Based on the analysis results,a series of recommendations are proposed to improve rail transit service,such as enriching the information response channels to improve responsiveness,improving high-quality convenient services to improve displacement inertia,and correctly understanding the passenger expectations to improve the quality of service.