高铁服务质量、旅客感知价值与搭乘意愿研究

发布时间：2018-01-13 02:15

本文关键词：高铁服务质量、旅客感知价值与搭乘意愿研究　出处：《辽宁师范大学》2012年硕士论文　论文类型：学位论文

【摘要】：本研究以高铁旅客为调查对象，研究内容主要包括高铁服务质量、旅客感知价值和搭乘意愿。研究数据的获取是通过发放问卷为主要方式，选取北京南站候车大厅为问卷发放地点。收集数据结束后，笔者对400份问卷进行筛选，删除答案不完整的问卷46份，共回收有效问卷354份，回收率为88.5%。利用SPSS16.0软件，通过描述性统计、信度和效度检验、因子分析、方差分析和相关分析对数据进行处理和分析，最终得出本研究结果。分析结果发现：高铁服务质量是由有形性、可靠性、保证性、移情性和响应性五个构面组成；旅客在乘坐高铁的出行时间感知上有明显的性别差异，男性低于女性；旅客在乘坐高铁的出行费用感知上有明显的职业差异，从事军公教职业的旅客在出行费用感知上高于从事其他职业的旅客；旅客在乘坐高铁的推荐意愿上有明显的性别差异和教育程度的差异，男性低于女性，初中低于其他学历；旅客在重购意愿上有明显的教育程度差异，初中低于其他学历；服务质量与旅客感知价值有显著正相关关系，即越好的服务质量会使旅客对高铁产生越高的感知价值；服务质量与旅客搭乘意愿有显著正相关关系，越好的服务质量会使旅客越愿意再次搭乘高铁出行；感知价值与搭乘意愿有显著正相关关系，，旅客对高铁的感知价值越高，他们越愿意再次搭乘高铁出行。最后通过对研究结果的概括总结，得出目前中国高铁在发展过程中存在的一些问题和在管理过程中存在的不足之处，建议有关部门应加强监管力度，保证中国高铁事业朝着更加健康有序的方向发展。
[Abstract]:In this study, high-speed rail passengers as the survey object, the content of the study mainly includes the quality of high-speed rail service, passenger perceived value and passenger willingness. The main way to obtain the data is through the issuance of questionnaires. The waiting hall of Beijing South Railway Station is chosen as the place of questionnaire distribution. After collecting data, the author sifted 400 questionnaires, deleted 46 incomplete questionnaires, and collected 354 valid questionnaires. The recovery rate was 88. 5. Using SPSS16.0 software, the data were processed and analyzed by descriptive statistics, reliability and validity test, factor analysis, variance analysis and correlation analysis. Finally, the results of this study are obtained. The results show that the quality of service is composed of five facets: materiality, reliability, assurance, empathy and responsiveness. There is a significant gender difference in the travel time perception of passengers on the high-speed rail, and the male is lower than the female; There is a significant difference in the travel cost perception of passengers on high-speed rail, and passengers engaged in military public education are higher in travel cost perception than those engaged in other professions. There are obvious gender differences and educational level differences in the recommended willingness of passengers to ride high-speed rail, male is lower than female, junior high school is lower than other education; There are obvious differences in the re-purchase willingness of tourists, junior high school is lower than other education; There is a significant positive correlation between service quality and perceived value of passengers, that is, the better the service quality, the higher the perceived value of high-speed rail. There is a significant positive correlation between service quality and passengers' willingness to travel, and the better the service quality is, the more willing passengers are to travel by high-speed rail again. There is a significant positive correlation between perceived value and willingness to travel. The higher the perceived value of high-speed rail passengers, the more willing they are to travel again. Finally, through the summary of the research results, we draw some problems existing in the development of high-speed rail in China and deficiencies in the management process, and suggest that the relevant departments should strengthen supervision. Ensure that China's high-speed rail industry towards a more healthy and orderly direction.
【学位授予单位】：辽宁师范大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F532;F592;F224

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