Interrelations among the Urban Rail Service Quality, Passenger Satisfactionand Loyalty

Le résumé fourni par la source

Urban rail transit has been selected as the research object for this paper focusing on the relationship of the urban rail transit service quality, passenger satisfaction and loyalty. Firstly, an index system has been established to evaluate the passengers’ satisfaction and loyalty from the perspectives of service quality, passenger satisfaction and loyalty. Secondly, a passenger satisfaction and loyalty evaluation questionnaire for the urban rail transit service quality has been designed and a survey has been conducted. At last, based on the survey data, this paper has used the structural equation method to establish a model to analyze the relationship among the urban rail transit service quality, passenger satisfaction and loyalty. The model has made hypothesis on the relationship of city rail transit service quality and passenger satisfaction, passenger satisfaction and passenger loyalty, city rail transit service quality and passenger loyalty. The AMOS17.0 is used to analyze and test the model. Four conclusions were obtained from the analysis. (1) The urban rail transit service quality has a direct and positive effect on the passenger satisfaction. (2) The passenger satisfaction has a direct and positive effect on the passenger loyalty. (3) Part of the rail transit service quality factors has a direct and positive effect on the passenger loyalty. (4) The effect of the urban rail transit service quality on passenger loyalty was partially mediated by the passenger satisfaction. It is an indirect and positive effect. Part of the urban rail transit service quality factors first have a direct and positive effect on the passenger satisfaction, then the passenger satisfaction has a direct and positive effect on the passenger loyalty.

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