Relationships among service quality,corporate image,customer satisfaction,and behavioral intention for the elderly in high speed rail services

Since the Taiwan High Speed Rail operations, Taiwan's transportation market entered into a new era. Because of its competitive service of speed, convenience, environmental concerns and comfort, the High Speed Rail has not only made significant changes but has played a significant role in Taiwan's transportation. However, Taiwan now is an aging society. Due to the physical constraints among the elderly, demands to redesign the traffic system and maintain transportation safety are essential considerations. In the current market, Taiwan's transportation construction is facing fewer barriers; however, it must still improve, especially considering the health of the elderly. Thus, this study investigates elderly passengers' demands and further examined the relationships among service quality, corporate image, customer satisfaction, and behavioral intention. According to empirical analytical results based on structural equation modeling (N = 341), satisfaction directly affected travel behaviors, while service quality and corporate image played indirect roles. In addition, service quality plays a significant role on the effect of satisfaction. This study provides empirical evidence to indicate the quality of the accessible environment affects not only the effectiveness and efficiency of service quality, but also, the corporate image. The results provide valuable references for critically managing the elderly's usage of the high speed rail transportation service. Copyright © 2011 John Wiley & Sons, Ltd.     

乘客差异化需求对公交出行满意度的影响

中国对于公交出行满意度的研究主要集中在服务质量指标的制定、乘客意向信息采集等方面,对出行满意度的影响因素缺少深入分析。结合安徽省铜陵市居民公交出行意向调查数据,对通勤乘客和非通勤乘客的公交出行服务需求特征进行分析。在此基础上构建结构方程模型,探究乘客公交出行满意度的影响因素。模型结果表明,通勤乘客更重视公交服务的经济性、便捷性和可达性,而非通勤乘客更重视可靠性和舒适性;经济性和可达性需求对通勤乘客满意度有显著积极影响,而便捷性、可靠性和舒适性需求对所有公交乘客满意度均有显著消极影响。由此,针对两类乘客分别提出提升公交出行满意度的措施。     

甘肃省大学生职业决策现状调查及其对生涯发展教育的启示

为了了解甘肃省大学生职业决策现状,对1100名大学生施测量相关量表,进行方差分析和相关分析,得到以下结果:甘肃省大学生的职业决策困难处于中等水平,在性别方面没有差异,大三学生比大四学生有更多的职业决策困难。     

基于模糊综合评价法的公路客运满意度研究

随着经济的快速发展和人们生活水平的日渐提高,居民对出行的要求也越来越高,而公路客运满意度水平却在逐年降低。建立公路客运满意度评价体系,并以哈尔滨市为例进行实证研究,运用层次分析法和模糊综合评价法对公路客运服务的满意度进行评价。对公路客运站的乘客、服务人员等进行问卷调查,采用层次分析法确立在评价体系中各指标的权重,应用模糊综合评价法得出哈尔滨市公路客运的满意度水平为一般与满意,还存在提升的空间。     

辅导员参与大学生心理健康教育工作探析

大学生心理健康教育工作是高职院校德育工作的重要组成部分。笔者作为一名辅导员及兼职心理咨询老师,结合自己所在二级学院的实际,在本文中针对大学生常见的心理问题,阐述了辅导员参与大学生心理健康教育工作的必要性,探讨了辅导员在这项教育工作中的特殊优势和应具备的基本素质,为高职院校辅导员参与大学生心理健康教育工作提供借鉴。     

优化英语专业研究生课程体系对策探析

时代发展要求研究生具备合理的知识结构、能力结构和素质结构,并使之协调全面发展。研究生课程学习是实现这一要求的重要途径,是增强研究生创新能力的主要渠道,英语专业研究生课程学习与其课程体系设置有很大关系,要认识到英语专业研究生课程学习及优化课程体系的重要意义,廓清课程学习中存在的主要问题,才能提出优化英语专业研究生课程体系的有效对策。     

高速公路服务客户满意度评价

基于高速公路服务和客户满意度的概念, 构建了包括客户期望、条件感知质量、环境感知质量、活动感知质量、客户满意度、客户抱怨和客户忠诚7个潜变量的客户满意度模型, 遵循完整性、重要性、独立性和可操作性原则, 用Delphi法从服务条件、服务环境、服务活动和客户抱怨四方面构建了高速公路客户满意度评价指标体系。将层次分析法和模糊数学原理相结合, 建立了高速公路客户满意度的模糊层次综合评价模型, 并应用模型对昌九高速公路客户满意度进行综合评价。评价结果表明: 该高速公路的客户满意度总体处于满意, 同时发现在服务活动和客户抱怨两方面均处于一般满意, 这与该高速公路的客户满意度调查统计数据相符合, 因此, 该模型合理有效。     

Metro commuters’ satisfaction in multi-type access and egress transferring groups

This paper considers both the access and egress stages as an entire process to analyze the satisfaction levels of commuters with metro commuter journeys. Based on a survey in Nanjing, China, seven intermodal travel groups are employed as targets for this analysis. The groups include Walk–Metro–Walk, Walk–Metro–Bus, Bike–Metro–Walk, Bike–Metro–Bus, Bus–Metro–Walk, Bus–Metro–Bus and Car–Metro–Walk, which are named according to the modes of transportation that are employed for access and egress trips. Binary logit models are developed for each group to identify the main factors of satisfaction level. The results show that access and egress stages serve important but different roles in the seven groups. Facility service qualities in two stages are the primary factors that affect overall satisfaction. The groups with same access or egress modes have significantly different core factors. Access by bike and bike–metro–transit users are concerned with bike parking safety, whereas bike–metro–walk users value parking spaces near metro stations. With two transfers between bus and metro, transit–metro–transit users indicate that the weak point in the access stage is the crowded spaces on buses. However, transit–metro–walk users value bus on-time performance, which is also valued by groups with metro–bus egress transfers. For egress by walking, commuters that use motorized modes for access are concerned with the egress walking environment, whereas users of non-motorized access modes are more concerned with egress walking spaces. The findings of this study are helpful for policy developments than can improve public satisfaction with commutes by urban metro.     

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.     

基于城市用地的公共自行车骑行量建模

将公共自行车出行模式划分为前往站点、租车骑行和还车离开3个阶段, 分别研究了城市用地在每个阶段对公共自行车骑行量的影响; 针对第1、3阶段, 采用兴趣点度量公共自行车站点周围的城市用地类型, 通过引入时间满意度函数, 基于多元回归分析, 提出了预测骑行产生量和吸引量的建模方法; 针对第2阶段, 构建了城市用地对公共自行车骑行量的6个影响指标, 包括起始站点骑行产生量、起始站点分布密度、起始站点偏离度、终止站点骑行吸引量、起终站点间距与起终站点用地差异; 对纽约市961 865条以及上海市1 185 816条公共自行车骑行记录进行多元回归分析。分析结果表明: 在保持用地因素数量不变的情况下, 传统方法针对纽约和上海记录数据的决定系数分别为0.581、0.474, 建模方法的决定系数较高, 分别达到了0.738、0.607;针对自行车站点间客流量的建模, 提出的6个指标均对站点间客流量有显著影响, 并且模型的调整决定系数为0.487。可见, 建模方法更加合理地衡量了城市用地对公共自行车骑行量的影响, 并对站点的骑行产生量、站点间客流量与站点吸引量实现了更为准确的建模。