铁路旅客感知的列车服务质量实证研究

探讨铁路客运列车旅客感知服务质量的构成与维度,及其与旅客感知消费价值、旅客满意度、旅客再乘意向以及正面口头传播意向之间的关系。本文以乘坐广深铁路"和谐号"列车的旅客为对象,共收集149份有效问卷,采用结构方程模型分析技术对数据进行分析。研究结果表明:旅客感知的列车服务质量包含3个维度,即硬质量、软质量、列车上所售商品质量;旅客感知的列车服务质量、票价合理性、列车旅行速度对旅客感知的消费价值有显著的正向影响;旅客感知的消费价值对旅客满意度有显著的正向影响;旅客满意度正向影响旅客的再乘意向及其正面口头传播意向。

Empirical Study on Passenger Perceived Service Quality in a Passenger Train

This article aims to model and test the constitution and dimensions of passenger perceived service quality and their relationship with passenger perceived consumption value,passenger satisfaction,and passenger repurchase and positive word-of-mouth spread intention in the context of passenger train service.149 valid copies of questionnaires were colleted from passengers of the Harmony Train running on the Guangzhou—Shenzhen Line and the included data was analyzed by structural equation modeling.The results indicate as follows: Passenger perceived service quality consists of three dimensions,i.e.,hard quality,soft quality and quality of merchandise on sale in passenger car;passenger perceptions of the passenger service quality,passenger fare and train speed influence the passenger perceived consumption value positively and obviously;the passenger perceived consumption value influences passenger satisfaction positively and obviously;passenger satisfaction influences passenger repurchase and positive word-of-mouth spread intention in a positive way.