Customized Passenger Travel Behavior Analysis And Service Quality Evaluation

In recent years,with the continuous improvement of the quality of life of passengers,social travel activities are becoming more and more frequent,and the radius of travel is expanding.With the endless stream of transportation modes available for passengers to travel,people ’s travel needs are gradually increasing.In this trend,the annual passenger volume of various modes of transportation is steadily increasing,while the annual passenger volume of road passenger transport is continuing to decline.In order to improve this situation,revive the road passenger transport industry,and meet the current travel needs of passengers as much as possible,road passenger transport enterprises have launched a new passenger travel mode-customized passenger transport.Customized passenger transport can achieve ’ door-to-door ’ and ’ door-to-station ’ services,and has the advantages of ’ strong flexibility ’,’ high convenience ’ and ’ less passenger capacity’.Greatly make up for the shortcomings of traditional bus passenger transport.At present,only some cities in China have opened customized passenger transport,and customized passenger transport operation is still in the developing stage.In order to further study the travel behavior of passengers for Chongqing customized passenger transport,this thesis constructs a multi-index and multi-causal model to analyze the travel behavior of passengers.The main work is as follows : 1 Integrating the theory of planned behavior and technology acceptance model,adding the latent variable of ’ disease control and prevention ’,forming the extended theory of planned behavior,and constructing the framework of customized passenger travel behavior model.The questionnaire was designed,and the RP and SP survey methods were used to conduct online and offline surveys.The Likert five-point scale method was used to measure the problem items in the travel behavior problem survey.Finally,532 valid questionnaires were collected.The data was imported into SPSS for reliability and validity test.After the test was passed,statistical analysis was performed on personal and socio-economic attributes,customized passenger travel information,and measurement item scales.Thirdly,the MIMIC model is constructed,and the data is imported into AMOS software to calculate the model fitness.After the model is modified and adjusted to ensure that the fitness is up to standard,the customized passenger travel behavior model is estimated.The results show that the prevention of disease control and prevention is not significant to behavioral intention,and the prevention of disease control and prevention is significantly negative to behavioral attitude.The rest and hypothesis are established.Behavioral intention and autonomous choice control have a positive and significant impact on travel behavior,and their standardized path coefficients are 0.76 and 0.45,respectively.The effects of perceived usefulness,behavioral attitude,subjective norm and autonomous choice control on behavioral intention are 0.70 ***,0.61***,0.41*** and 0.23***,respectively.The most significant path affecting travel behavior is obtained,that is,’ perceived ease of use →perceived usefulness → behavioral intention → travel behavior ’.The basic personal attributes of travelers have a significant impact on some latent variables.The emergence of customized passenger transport itself is to provide passengers with more appropriate services.Enterprises know the quality of service in order to make timely adjustments,and customized passenger transport is competitive in the market.Therefore,in order to better meet the needs of passengers,it is necessary to evaluate the quality of service.The main work is as follows : 1 Combined with the safety service quality assessment of passenger transport enterprises and the SERVQUAL model,a customized passenger service quality evaluation index system is constructed,which includes 6 firstlevel indicators and 22 second-level indicators.Through careful consideration,the quality of customized passenger service is divided into five grades and scale range,and the classical domain,section domain and matter element to be evaluated are determined.The analytic hierarchy process was used to determine the hierarchical structure,and the judgment matrix of the target layer and the criterion layer was determined by the 1 ～ 9scale method,and the weights of the first and second indexes were calculated.The entropy weight method is used to calculate the weight of the secondary index,and the comprehensive weight of the AHP-entropy weight method is finally obtained.The correlation degree between each secondary index and different service quality levels is calculated and the comprehensive correlation degree is calculated.The results show that the service quality level is AA,the service quality is high,and four countermeasures are put forward to improve the service quality.