曹灿明,陈建军

• 1:苏州大学应用技术学院

摘要(Abstract)：

中国是目前世界上高速铁路里程最长的国家,高速铁路已经成为国民出行的重要选择。以结构方程模型(SEM)为分析方法,以沪宁城际高铁为例,分析高速铁路客运服务质量、旅客满意度和忠诚度之间的关系。建立高速铁路旅客满意度模型,开发旅客满意度测量表。研究表明,高速铁路旅客满意度模型调查数据的信度和效度得到验证,假设验证中除"旅客满意度到旅客忠诚度"和"旅客抱怨到旅客忠诚度"未得到验证外,其他假设都得到很好验证,结论显示:高速铁路客运服务质量对公司形象影响最大,同时对旅客满意度有直接影响;高速铁路公司形象对旅客满意度有着直接影响,对旅客抱怨和旅客忠诚有间接影响;高速铁路旅客满意度对旅客忠诚度有着间接影响,与旅客抱怨有直接影响;高速铁路旅客抱怨对旅客忠诚度影响不大。

关键词(KeyWords)： 结构方程模型;城际高速铁路;服务质量;旅客满意度;旅客忠诚度

Abstract:

Keywords:

基金项目(Foundation): 教育部人文社会科学研究基金项目(09YJA790146);; 江苏省高校哲学社会科学研究基金项目(2011SJB790022);; 江苏省高校“2010青蓝工程”项目资助规划(苏教师[2010]27号)

作者(Author): 曹灿明,陈建军

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