城市轨道交通乘客满意度多群组结构方程模型

为解决现有城市轨道交通乘客满意度模型中缺少变量间相互关系描述，不能定量 描述变量对满意度结果影响规律的问题，本文引入结构方程理论，构建了城市轨道交通乘客 满意度多群组分析模型，定量分析各潜变量间的路径系数，最后依据样本特性进行分群研究. 结果表明：服务质量、企业形象、乘客信任对乘客满意度均具有显著的正向直接影响，忠诚度 对满意度产生间接影响；服务质量(0.98)、企业形象(0.59)、乘客信任(0.52)、忠诚度(0.03)对满意 度的影响效应依次递减；不同性别与不同职业分群条件下乘客满意度作用大小存在显著差异.

Multiple-group Structural Equation Model of Passenger Satisfaction in Urban Rail Transit

In order to solve the problem that the influence law of variables could not be described quantitatively because of the lack of interaction among variables in the existing passenger satisfaction model of urban rail transit, the paper uses the structural equation model to construct the passenger satisfaction multiple-group model of urban rail transit, and the path coefficients among the latent variables are quantified and analyzed. Finally, the clustering research is carried out according to the characteristics of the samples. The results show that service quality, corporate image and passenger trust had positive and direct effects on passenger satisfaction, loyalty had indirect effect on satisfaction, and the effect of service quality (0.98), corporate image (0.59), passenger trust (0.52), loyalty (0.03) on satisfaction is decreasing successively. There are obvious differences in the influence mechanism of passenger satisfaction under different gender and different occupations.