武广高铁服务质量、乘客满意度与再搭乘意愿的关系研究
发布时间：2018-07-17 05:09
【摘要】：随着社会经济发展的需要，高速铁路的建设受到了许多国家的重视。舒适方便、能源消耗低、运输效率高，已成为当今发展高速铁路的共同趋势，目前全世界运营中的高铁总里程已达上万公里。近年来，为应对消费者日益提高的出行需求和对出行质量的要求，我国开始在全国范围内修建高速铁路，连接武汉与广州的武广客运专线在2005年开工建设，2009年12月26日正式通车运行。它缓解了京广线的巨大压力，拉近了城市间的距离，促进了区域间经济的交流，但同时也在经营管理上面临着许多难题，如何提高高铁的服务质量、乘客的使用率和高铁的盈利能力等问题都值得我们探讨和深思。因此，对于武广高铁服务质量、乘客满意度与再搭乘意愿的关系研究具有重要的理论意义和实践意义。 本文以服务质量理论和顾客满意度理论为基础，综合运用多种分析方法，研究了武广高铁服务质量、乘客满意度与再搭乘意愿的关系。本文首先阐述了服务质量、顾客满意度和顾客重复购买意向的理论，然后以武广高铁为例，，检验了服务质量、顾客满意度、乘客再搭乘意愿等相关假设，最后提出了提高武广高铁的服务质量，增加乘客再搭乘意愿的对策建议。 本文的得出的主要结论有：武广高铁服务质量和乘客满意度均对乘客再搭乘意愿产生直接的影响；且服务质量还可通过乘客满意度的中介效应，对乘客再搭乘意愿产生间接的影响；在服务质量的五个维度中，移情性和响应性对乘客满意度的影响最为显著。 本文的创新点主要体现在：通过选取武广高铁的乘客作为研究对象，对武广高铁服务质量、乘客满意度与再搭乘意愿的关系进行了实证分析，探讨了服务质量的五个维度和乘客满意度对乘客再搭乘意愿的直接影响和间接影响，得出了与实际相符合的结果，丰富了研究对象，拓展了研究领域。
[Abstract]:With the need of social and economic development, the construction of high-speed railway has been attached importance to by many countries. Comfort and convenience, low energy consumption and high transportation efficiency have become the common trend of developing high-speed railway. At present, the total mileage of high-speed rail in operation in the world has reached tens of thousands of kilometers. In recent years, in order to cope with the increasing travel demand and travel quality requirements of consumers, China has begun to build high-speed railways throughout the country. Wuguang passenger dedicated Line, which connects Wuhan and Guangzhou, started construction in 2005 and was officially opened to traffic on December 26, 2009. It alleviates the enormous pressure on the Beijing-Guangzhou Line, draws closer the distance between cities, and promotes regional economic exchanges. But at the same time, it also faces many difficulties in operation and management, how to improve the service quality of high-speed rail. The utilization rate of passengers and the profitability of high-speed rail are worth discussing and pondering. Therefore, it is of great theoretical and practical significance to study the relationship between service quality, passenger satisfaction and re-riding willingness. Based on the theory of service quality and customer satisfaction, this paper studies the relationship among service quality, passenger satisfaction and re-riding intention of Wu-Guang High Speed Railway (WHSR) by using a variety of analytical methods. This paper first expounds the theory of service quality, customer satisfaction and customer repeat purchase intention, and then, taking Wuguang high-speed railway as an example, tests the relevant hypotheses, such as service quality, customer satisfaction, passengers' willingness to travel again, and so on. Finally, the paper puts forward some countermeasures to improve the service quality and increase the passengers' willingness to ride again. The main conclusions of this paper are as follows: both the service quality and passenger satisfaction of Wu-Guang high-speed railway have a direct impact on passengers' willingness to ride again, and the service quality can also be mediated by passenger satisfaction. Among the five dimensions of service quality empathy and responsiveness have the most significant influence on passenger satisfaction. The innovation of this paper is mainly reflected in: through selecting the passengers of Wu-Guang high-speed railway as the research object, the paper makes an empirical analysis of the relationship among the service quality, passenger satisfaction and the willingness to ride again. This paper discusses the direct and indirect influence of five dimensions of service quality and passenger satisfaction on passengers' willingness to take a ride again. The results are in accordance with the actual situation, which enriches the research object and expands the research field.
【学位授予单位】：湘潭大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F274;F532.6
本文编号：2129158
[Abstract]:With the need of social and economic development, the construction of high-speed railway has been attached importance to by many countries. Comfort and convenience, low energy consumption and high transportation efficiency have become the common trend of developing high-speed railway. At present, the total mileage of high-speed rail in operation in the world has reached tens of thousands of kilometers. In recent years, in order to cope with the increasing travel demand and travel quality requirements of consumers, China has begun to build high-speed railways throughout the country. Wuguang passenger dedicated Line, which connects Wuhan and Guangzhou, started construction in 2005 and was officially opened to traffic on December 26, 2009. It alleviates the enormous pressure on the Beijing-Guangzhou Line, draws closer the distance between cities, and promotes regional economic exchanges. But at the same time, it also faces many difficulties in operation and management, how to improve the service quality of high-speed rail. The utilization rate of passengers and the profitability of high-speed rail are worth discussing and pondering. Therefore, it is of great theoretical and practical significance to study the relationship between service quality, passenger satisfaction and re-riding willingness. Based on the theory of service quality and customer satisfaction, this paper studies the relationship among service quality, passenger satisfaction and re-riding intention of Wu-Guang High Speed Railway (WHSR) by using a variety of analytical methods. This paper first expounds the theory of service quality, customer satisfaction and customer repeat purchase intention, and then, taking Wuguang high-speed railway as an example, tests the relevant hypotheses, such as service quality, customer satisfaction, passengers' willingness to travel again, and so on. Finally, the paper puts forward some countermeasures to improve the service quality and increase the passengers' willingness to ride again. The main conclusions of this paper are as follows: both the service quality and passenger satisfaction of Wu-Guang high-speed railway have a direct impact on passengers' willingness to ride again, and the service quality can also be mediated by passenger satisfaction. Among the five dimensions of service quality empathy and responsiveness have the most significant influence on passenger satisfaction. The innovation of this paper is mainly reflected in: through selecting the passengers of Wu-Guang high-speed railway as the research object, the paper makes an empirical analysis of the relationship among the service quality, passenger satisfaction and the willingness to ride again. This paper discusses the direct and indirect influence of five dimensions of service quality and passenger satisfaction on passengers' willingness to take a ride again. The results are in accordance with the actual situation, which enriches the research object and expands the research field.
【学位授予单位】：湘潭大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F274;F532.6
【参考文献】
相关硕士学位论文 前6条
1 段娜;经济型酒店服务质量对顾客重复购买意图影响的实证研究[D];辽宁大学;2011年
2 易英;顾客参与与服务质量、顾客满意及行为意向的关系研究[D];浙江大学;2006年
3 殷玉婷;服务补救与顾客再购买意愿关系实证研究[D];湖南大学;2007年
4 赵超超;服务质量与顾客满意度关系的实证研究[D];天津大学;2007年
5 侯兴起;服务质量对顾客满意与顾客忠诚度的影响研究[D];山东大学;2008年
6 辛文钊;餐饮业服务质量对行为意向影响的实证研究[D];吉林大学;2010年
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