Relationship analysis of the urban rail service quality, passenger satisfaction and loyalty based on the structural equation model

Abstract

Urban rail transit has been selected as the research object for this paper. Firstly, an index system has been established to evaluate the passengers' satisfaction and loyalty from the perspectives of service quality, passenger satisfaction and loyalty. Secondly, a passenger satisfaction and loyalty evaluation questionnaire for the urban rail transit service quality has been designed and a survey has been conducted. At last, based on the survey data, this paper has used the structural equation method to establish a model to analyze the relationship among the urban rail transit service quality, passenger satisfaction and loyalty. The model has made hypothesis on the relationship of city rail transit service quality and passenger satisfaction, passenger satisfaction and passenger loyalty, city rail transit service quality and passenger loyalty. (1) The urban rail transit service quality has a direct and positive effect on the passenger satisfaction. (2) The passenger satisfaction has a direct and positive effect on the passenger loyalty. (3) Part of the rail transit service quality factors has a direct and positive effect on the passenger loyalty. (4) The effect of the urban rail transit service quality on passenger loyalty was partially mediated by the passenger satisfaction.