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

摘要： 作为旅客重要的出行方式,高速铁路既面临着市场竞争,又面临着旅客不断增长的服务质量要求。基于服务接触理论形成高速铁路客运服务接触链,从理论上构建高速铁路旅客满意度模型,研究影响旅客满意度的关键接触点。运用SEM定量分析潜变量间的路径系数,对该理论模型的路径假设进行检验。结果表明:四个阶段的服务接触直接影响旅客满意度,间接影响旅客忠诚度;四个服务接触阶段对旅客满意度的影响效应从高到低依次是列车、候车、出站、进站;各服务接触阶段对旅客忠诚度的影响存在明显差异。

关键词: 铁路运输, 服务接触, SEM, 高速铁路, 旅客满意度