Evaluation service quality of crowding metros using structural equation modelling - A case study in Beijing

Abstract

In this study, a structural equation modelling (SEM) is used to evaluate the service quality of crowded urban railway. 8,011 sample questioners were collected using both online and face-to- face survey methods. First, service components that influence the service quality of crowded metros are investigated, and 7 service components and 27 factors are collected from the perspective of metro daily operation. Second, a SEM is proposed to establish the relationship between service quality and these service components and factors. We found that security check and transfer have the greatest effect on the overall satisfaction. And some practical suggestions (e.g., reducing the height of security check equipment, and theme station) are proposed to improve the service quality of daily metro operation.