关键词: 铁路运输, 服务接触, SEM, 高速铁路, 旅客满意度

Abstract: As an important mode of travel for passengers, high-speed railways are facing both market competition and increasing passenger service quality requirements. Based on the service contact theory, a high-speed railway passenger service contact chain is established, theoretically, a high-speed railway passenger satisfaction model is constructed, and key contact points affecting passenger satisfaction are studied. The SEM is used to quantitatively analyze the path coefficients between latent variables, and the path hypothesis of the theoretical model is tested. The results show that the four-stage service contact directly affects passenger satisfaction and indirectly affects passenger loyalty; the impact of the four service contacts on passenger satisfaction is from high to low: train service contact, waiting service contact, outbound service contact, and inbound service contacts; the impact of each service contact stage on passenger loyalty is significantly different.

Key words: railway transportation, service encounter theory, SEM, high speed railway, passenger satisfaction