交通运输工程与信息学报

服务质量是评价城市轨道交通运营管理部门工作成效的主要指标,也是影响市民出行方式选择的重要因素。基于结构方程(SEM)建立的服务质量评价模型,能定量描述影响服务质量各因素间的因果关系,利于轨道交通部门改善服务质量。本文以南京地铁为背景开展了服务质量调查,应用探索性因子分析方法析取影响服务质量评价的主要因素,提出影响乘客感知服务质量的假设关系,构建了结构方程模型;应用调查数据验证了模型并标定了模型参数,统计检验指标证明模型的适配良好,并且发现便捷性、环境感知、安全性、可靠性和服务评价等因素与乘客感知服务质量成正向直接相关关系。

Service quality is an important indicator of the performance of urban rail companies and a major factor that influences the travel mode choices. The service-quality evaluation model based on structural equation modeling is an effective method to quantify the causality of different factors affecting the quality of service, and provide an appropriate operation strategy for the operating department. To achieve this objective,a sample survey was launched in Nanjing metro. The explorer factor analytical technical was employed to extract the main factors of service quality. The structural equation model was then constructed using the proposed hypotheses and calibrated using the survey data. The validation tests indicate that the model is a good fit for the evaluation of service quality. The results show that the perceived service quality is affected by convenience, circumstance, safety, reliability, and service perception.