Analysis and Improvement of Passenger Satisfaction Based on 5GAP Model and Logit Models
With the development of economy,more and more cities start to build rail transportation.Due to the ad-vantages of safety and speed,rail transit is increasingly becoming the main transportation for people to go out.In order to further improve passenger satisfaction,taking Hanghai Intercity Railway as the research object,this paper intends to investigate the influence of rail transit service quality on passenger satisfaction and passenger loyalty.Based on SERVQUAL scale,the ordered Logit model is used as a quantization method to construct a 5GAP mod-el.The results show that displacement inertia and responsiveness have a significant effect on passenger satisfac-tion,with regression coefficients of 5.45、3.58 respectively.Based on the analysis results,a series of recommenda-tions are proposed to improve rail transit service,such as enriching the information response channels to improve responsiveness,improving high-quality convenient services to improve displacement inertia,and correctly under-standing the passenger expectations to improve the quality of service.
万方数据
维普
