Highway Bus Terminal Customer Satisfaction Measurement Methods And Applied Research

As the network node of the highway passenger transportation, the Long-distance passenger station of highway not only acts as the "window" for the passenger transportation, but also acts as the "window" of propagandizing the city where the station lies. Recently, many researchers regard CSI as an important index of measuring the level of service quality, but in China it lacks in evaluating the level of service quality of the Long-distance passenger station of highway from the view of customer satisfaction, so this paper will supply a gap for above shortage.The paper regards the Long-distance passenger station of highway as the research object. Firstly it describes the development actualities of passenger station in home and abroad, and then restricts the object in Jiangsu Province to describe the service problems of passenger stations in Jiangsu province. Secondly according to the characters of highway passenger transportation and passenger station, it establishes the evaluating model of customer satisfaction index on the highway passenger station; Thirdly it remarks on the research actuality on the methods of customer satisfaction measurement, at the same time it describes the PLS path modeling in detail theoretically; finally applying PLS path modeling to a certain passenger station of Jiangsu, it analyzes the relationship of the factors in the measuring model and hopes that it can help the government evaluates the service quality of passenger station best.