基于SEM-物元可拓模型的空铁联运服务质量评价研究OA北大核心CSTPCDEI
Air-rail combined passenger transport based on SEM-matter-element modal
空铁联运是旅客联程运输的重要模式之一,是促进客运"一体化"发展、建设交通强国的关键一步,而提升联运服务质量是旅客联运工作的重点,更是我国现代化建设的题中之义.为建立健全空铁联运服务质量的综合评价体系,针对空铁联运的全过程、全链条展开全方位的质量评估,通过环节分析、相关文献和政策文本研究,建立了包含可靠性、舒适性、便捷性、移情性4个维度下,18个二级指标的评价体系;另一方面,设计测评量表和测评问卷,对旅客联运服务质量展开调查研究.基于结构方程模型(Structural Equation Modeling,SEM)建立假设,对评估指标体系进行检验,并根据结构方程模型中各指标的标准化路径系数,计算得到评价体系中各指标的权重.通过物元可拓模型建立旅客联运服务质量的SEM-物元可拓综合评价体系,对实例进行综合评价.结果表明:结构方程模型中假设成立,验证了旅客联运服务质量指标体系的有效性和可靠性;在实例中,空铁联运服务达到4级(良好)水平,对空铁联运服务质量影响最大的质量维度是便捷性,其次是可靠性、舒适性和移情性.而对空铁联运服务质量影响最大的前6个指标依次为时刻表衔接(0.076)、准时性(0.074)、投诉及售后处理(0.063)、行李服务便捷(0.062)、市内交通便捷(0.060)、换乘流畅便捷(0.060).根据综合评价结果以及各指标的表现,有针对性地提出了空铁联运服务质量的优化策略,可为联运服务质量的优化提供参考.
Air-rail combined transport is a crucial mode of passenger intermodal transportation,essential for establishing an integrated passenger transport system and advancing the strategy of building a country with a strong transportation network.Enhancing the quality of air-rail combined transport is not only central to passenger intermodal transport but also aligns with China's modernization efforts.This study was to develop and refine a comprehensive evaluation system for the service quality of air-rail combined passenger transport.Through analyzing operational links,relevant literature,and policy documents,a thorough and scientific index system was established.This system included four dimensions,which were reliability,comfort,convenience,and empathy,with 18 secondary indicators.An evaluation scale and questionnaire were crafted to assess service quality.Utilizing the structural equation model(SEM),hypotheses were formed.The evaluation index system was validated.The SEM also helped determine the weight of each index in the system,based on the standardized path coefficients.Furthermore,a comprehensive evaluation model,integrating SEM and Matter-Element Model,was employed to analyze empirical data and derive an overall evaluation outcome.The effectiveness and reliability of the index system were confirmed through SEM analysis.In a practical application,the air-rail intermodal service attained the fourth(good)level,with convenience emerging as the most influential quality dimension,followed by reliability,comfort,and empathy.The six most important indicators on service quality were identified as timetable connection(0.076),punctuality(0.074),complaint and after-sales processing(0.063),convenient baggage service(0.062),convenient intercity transportation(0.060),and smooth and convenient transfer(0.060).Finally,based on these evaluation results and the performance of individual indicators,optimization strategies were proposed to enhance the service quality level in air-rail combined passenger transport.
屠琪涵;成耀荣
中南大学 交通运输工程学院,湖南 长沙 410075
经济学
空铁联运客运服务质量综合评价法结构方程模型物元可拓模型
air-rail combined passenger transportpassenger transport service qualitycomprehensive evaluation methodstructural equation modelmatter-element modal
《铁道科学与工程学报》 2024 (007)
2603-2614 / 12
国家自然科学基金资助项目(62373380);湘潭市"十四五"商务和开放性经济规划编制(738010416);湖南省交通运输厅科技进步与创新计划(201838)
评论