Research On The Influence Mechanism Of Passenger Satisfaction In Urban Rail Transit

As an important part of urban transportation system,urban rail transit plays an active role in the convenience of travelling for residents and alleviating the traffic congestion.It is one of the effective ways for the urban rail transit enterprises to obtain a good operating efficiency through enhancing passenger satisfaction to improve the competitiveness of rail transit,which is directly related to the cost of the whole society.At present,the research on the influencing factors and mechanism of urban rail transit passenger satisfaction needs to be further improved.Based on this,the paper carried out the following aspects of research.1.The paper described the definition,composition,characteristics of urban rail transit system,and summarized the service quality,satisfaction,loyalty and other related theories.On the basis of summarizing the existing satisfaction evaluation index,a structural equation model of urban rail transit passenger satisfaction was constructed,which contained service quality,corporate image,customer trust,satisfaction,loyalty and other latent variables.2.After the design of urban rail transit passenger satisfaction questionnaire,the formal questionnaire was confirmed based on the investigation data,and the 546 valid questionnaires were collected for statistical analysis,reliability analysis and validity analysis.Through the confirmatory factor analysis of the different factors of the service quality latent variables,the results showed that the overall goodness of the second-order model was significantly improved compared with the first-order model.3.Based on the survey data,this paper carried out the empirical analysis of Chongqing rail transit passenger satisfaction.The results showed that service quality,corporate image and passenger trust had significant positive effects on passenger satisfaction,and the total effect was 0.983,0.593 and 0.519 respectively,and the effect of satisfaction on loyalty was 0.447.However,the contribution of comfort(0.973),convenience(0.957),shortcut(0.942),economy(0.876),and safety(0.850)decreased gradually.Finally,based on gender and occupation,the paper conducted a clustering research.