Passenger satisfaction: a multi-group analysis
Passenger satisfaction: a multi-group analysis
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DOI：
10.1007/s11135-012-9771-7
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发表时间：
2012
影响因子：
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通讯作者：
Laura Antonucci;C. Crocetta;F. D. d'Ovidio;Ernesto Toma
中科院分区：
文献类型：
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作者：
Laura Antonucci;C. Crocetta;F. D. d'Ovidio;Ernesto Toma
在探索性因子分析的基础上，采用结构方程模型对城市公共交通服务的乘客满意度进行了分析。本文的主要目的是验证某些服务特征对服务感知质量的影响程度。乘客被发现对服务组织的水平和服务的交付方式(准时和规律，以及较短的等待时间)非常敏感。公交车的安全性和可靠性、舒适性和清洁度以及工作人员的专业和礼貌也是决定客户满意度的重要因素。进一步对不同的子样本进行分析，基于个体特征，我们发现上述模型对于不同的居住区域和使用服务的频率是完全不变的，而对于年龄组、就业状况、使用时间段和使用原因是部分不变的。结构系数的不变性检验没有考虑到乘客的性别或教育程度。
To analyse the level of passenger satisfaction of a public local transport service, after an explorative factorial analysis, a Structural Equation Model was adopted. The main goal of this paper is to verify how much some service characteristics could influence the perceived quality of the service. The passengers are found very sensitive to the level of the service organization and to the way the service is delivered (punctuality and regularity, and short waiting time). The safety and reliability of buses, the level of comfort and cleanness and the professionalism and courtesy of staff had, also, a big weight to determinate of the customer satisfaction. Applying a further analysis on different sub-samples, based on individual characteristics, we found that the model above identified is full invariant for different residence area and frequency of use of the service, and partially invariant for age groups, employment status, time slot of use and reason of use. The test of invariance the structural coefficients failed considering gender or education level of the passengers.