Research On Influencing Factors Of Public Transport Passenger Satisfaction

In recent years,with the rapid development of China’s economy and society,the contradiction between urban traffic supply and demand has become increasingly prominent.The level of traffic supply lags behind the traffic demand,which leads to traffic congestion and environmental pollution,and restricts the urban development.In order to solve the traffic problems of urban development,we need to give priority to the development of public transport.Giving priority to the development of public transport is the most effective way to alleviate urban traffic problems,and also the longterm plan for urban development.In depth study of public transport passenger satisfaction can effectively improve the quality of public transport service and promote the use of public transport.Taking Xi’an public transport passengers as the research object,this paper collects the personal attributes,travel attributes and passenger satisfaction of Xi’an public transport passengers through the combination of online questionnaire and paper questionnaire;Through the sample data of the questionnaire,this paper analyzes the influencing factors of Xi’an public transport passenger satisfaction;Based on multiple indicators multiple cause(Multiple Indicators Multiple Cause,MIMIC)model and generalized ordered logit model,SEM logit(Structural Equation Modeling-Logit,SEM-Logit)model is integrated to analyze the impact of passenger attributes on public transport passenger satisfaction.Finally,suggestions and measures are put forward according to the research conclusions.The specific research contents of this paper include:First,based on structural equation modeling(Structural Equation Modeling,SEM),this paper analyzes the influencing factors of public transport passenger satisfaction.On the basis of literature research,combined with resident interview and expert consultation,the influencing factors of passenger satisfaction are screened out:reliability,comfort,convenience,passenger expectation and perceived value.The American customer satisfaction index(American Customer Satisfaction Index,ACSI)model is used for reference,and the partial least square method(Partial Least-Square Method,PLS)structural equation model is adopted,based on the pre survey and formal survey data in Xi’an City,the influencing factors of bus passenger satisfaction and subway passenger satisfaction are compared and analyzed.The results show that: public transport passenger satisfaction is affected by reliability,comfort,convenience,passenger expectation and perceived value,and there are differences between bus passenger satisfaction and subway passenger satisfaction.Compared with subway passengers,bus passengers care more about reliability and convenience,and subway passengers care more about perceived value,namely ticket price and cost performance.Second,the impact of passenger attributes on public transport satisfaction.According to the data of passenger satisfaction survey,this paper takes reliability,comfort,convenience,passenger expectation and perceived value as potential variables,and passenger personal attributes and travel attributes as causal variables to build a mimic model.After quantifying the potential variables,this paper introduces them into the generalized ordered logit model,and selects reliability,comfort,convenience,passenger expectation,perceived value,passenger personal attributes,taking passenger travel attributes as variables,SEM logit integration model of bus passenger satisfaction and SEM logit integration model of subway passenger satisfaction are constructed respectively to analyze the main influencing factors of public transport passenger satisfaction.The results show that: Passenger personal attributes and travel attributes have a significant impact on public transport passenger satisfaction,among which passenger age,occupation,education level,private car ownership,travel time and travel time have a significant impact on bus passenger satisfaction,and passenger age,education level,private car ownership,travel time and travel time have a significant impact on bus passenger satisfaction Travel time has a negative impact on bus passenger satisfaction;Age,occupation,private car ownership,travel time,number of trips and transfer time all have a significant impact on subway passenger satisfaction,and private car ownership and transfer time have a negative impact on subway passenger satisfaction.Finally,according to the research results of this paper,suggestions and measures are put forward for bus and subway related enterprises to improve the quality of public transport service and enhance public transport satisfaction.