Study On The Business Travellers' Satisfaction Of The High-Speed Railway Based On SEM

Although the development of high-speed railway has met people's demand for travel time and service quality to a certain extent,there is still room for further improvement.As the main body of high-speed railway passenger transportation,business travellers serve high-speed railway passengers in the process of taking high-speed railway.The feeling of quality affects the development of high-speed railway to a large extent.Therefore,it is particularly important to study the factors affecting the satisfaction of high-speed railway for business travellers.Based on the characteristics of business travellers,the article analyzes and study on the influencing factors of high-speed railway satisfaction and loyalty of business travellers.Based on the conclusions of the analysis,it puts forward suggestions for improving the satisfaction of high-speed railway for business travellers.Through the establishment of the structural equation model for the relationship between perceived service quality,satisfaction and loyalty,it points out the direction for improving the satisfaction of high-speed railway passenger transportation in the future.Firstly,the article analyzed and summarized the related contents of service quality theory,customer satisfaction theory,customer loyalty theory and structural equation model theory.the article systematically analyzed and summarized the relevant contents of service quality theory,customer satisfaction theory and customer loyalty theory,and based on the relationship between these three theories,combined with the characteristics of business people,builded a model of the theoretical relationship about high-speed railway service quality and passenger satisfaction,so as to passenger loyalty,and the research hypothesis is proposed based on the theoretical relationship model.Then,in view of the characteristics of business people focusing on work efficiency and pursuing higher quality of life,the article combined the existing high-speed passenger satisfaction scale with the items that meet the characteristics of business travellers,and then designed a questionnaire that meets the characteristics of business travellers.The focus is on the reliability and validity of the pre-survey questionnaire.By deleting the six items that do not meet the requirements in the scale,the formal questionnaire that meets the requirements is finally obtained.Second,an empirical analysis was conducted based on the data obtained from the formal questionnaire.Descriptive statistical analysis,reliability and validity test and passenger satisfaction characteristics analysis were carried out on the survey data.Through the comparative analysis of the average scores of various factors,the conclusion that people are most satisfied with the speed of high-speed railway and the most dissatisfied with the economics of high-speed rail is obtained.Finally,a structural equation model between the six dimensions of perceived service quality,passenger satisfaction and passenger loyalty was established,and relevant improvement suggestions are proposed.Focusing on the analysis and testing of the model,the article concludes that the six dimensions of perceived service quality indirectly affect passenger loyalty through passenger satisfaction.