调查偏好变化的作用在英国铁路乘客的感知
Fredrik Monsuur1,2, Marcus Enoch1, Mohammed Quddus3
1Transport and Urban Planning Group, School of Architecture, Civil and Building Engineering, Loughborough University, Loughborough, LE11 3TU UK.
概括
乘客对英国铁路的满意度因部门而异. 不满意的群体优先考虑准时性,而满意的群体专注于价值和舒适性,突出了有针对性的战略的需要.
科学领域:
- 运输科学 运输科学
- 消费者行为分析分析
- 统计建模 统计建模
背景情况:
- 乘客满意度是铁路服务的关键绩效指标.
- 之前的研究经常将乘客的偏好视为同质的.
- 了解乘客需求的异质性对于改善服务至关重要.
研究的目的:
- 根据司机的满意度来确定不同的乘客群体.
- 分析服务属性如何在各个领域对整体满意度产生不同影响.
- 探索未被观察到的异质性在乘客口味中的作用.
主要方法:
- 使用隐性类顺序逻辑模型来细分乘客.
- 班级分配是基于个人和旅行特征.
- 分析了服务属性的影响,如准时性,舒适性和金钱价值对满意度的影响.
主要成果:
- 确定了三个乘客群体 (A,B,C等级),驾驶员的满意度不同.
- A类 (不满意) 非常重视准时性/可靠性.
- B类 (关键) 优先考虑火车维护和座椅舒适性;C类 (满意) 关注票价.
- 准时性对满意度的影响对于满意的部分 (B和C) 不那么重要.
结论:
- 乘客满意度不是单一的;有不同的细分存在,具有独特的优先级.
- 服务属性的重要性在不同的乘客群体之间有很大差异.
- 考虑未观察到的异质性对于制定有效的,有针对性的铁路服务战略至关重要.
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