卡塔尔居民对使用多哈地铁铁系统的满意度:对可持续交通运输的分析
Larry C Flores1, Ardvin Kester S Ong2, Maela Madel L Cahigas2
1School of Industrial Engineering and Engineering Management, Mapúa University. 658 Muralla St., Intramuros, Manila, 1002, Philippines; School of Graduate Studies, Mapúa University. 658 Muralla St., Intramuros, Manila 1002, Philippines.
Acta psychologica
|February 6, 2025
概括
卡塔尔居民卡塔尔居民.
科学领域:
- 运输研究 运输研究
- 公共交通运输公共交通运输
- 可持续的发展 可持续的发展
背景情况:
- 在多哈地铁铁系统之前,多哈的公共交通依赖公共汽车和出租车.
- 多哈地铁旨在提供可持续的交通选择.
- 评估乘客满意度是可持续公共交通发展的关键.
研究的目的:
- 评估卡塔尔居民对多哈地铁铁系统的满意度.
- 将社会交换理论 (SET) 与 SERVQUAL 维度相结合.
- 确定影响乘客对公共交通的信任和满意度的因素.
主要方法:
- 一项由63个问题组成的在线调查,对319名卡塔尔居民进行.
- 使用结构方程建模 (SEM) 来分析数据.
- 研究了SERVQUAL,SET和满意度之间的因果关系.
主要成果:
- 九个变量对乘客的信任和满意度产生了重大影响:可访问性,感知到的经济效益,危机管理,保证性,可靠性,同情心,有形性和响应性.
- 危机管理,可访问性和感知到的经济利益对乘客的信任产生了积极的影响.
- 乘客信任和服务质量方面显著影响了整体客户满意度.
结论:
- 调查结果提供了对推动人们对多哈地铁满意度的因素的见解.
- 结果可以指导服务提供商和当局改善公共交通.
- 改进可以促进更大的乘客满意度,并促进卡塔尔的可持续运输.
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