The Impact Of Passengers’ Perceived Risk Of COVID-19 On Rail Transit Satisfaction

The outbreak of COVID-19 in 2020 has caused a huge impact on rail transit passenger flow.Passengers’ perception of the risk of COVID-19 will affect their trust in rail transit,thus reducing their overall satisfaction.In order to improve passenger satisfaction in the wake of COVID-19,it is necessary not only to improve the quality of operational services,but also to improve passengers’ psychological security and reduce their perceived risks.Therefore,it is of great practical significance to study how passengers’ perceived risk of COVID-19 affects rail transit satisfaction.In this paper,pre-COVID-19 and post-COVID-19 survey and comparative analysis were conducted,and the following research results were obtained:This paper takes Wuhan rail transit as the research object to analyze the influencing factors of passenger satisfaction.Based on the principle of comparative analysis consistency between pre-COVID-19 and post-COVID-19,indicators were constructed from passenger attributes and service quality attributes before COVID-19,and on this basis,assessment indicators were developed by considering perceived risk attributes after COVID-19.Finally,pre-COVID-19 and post-COVID-19 indicator data were obtained from the 2019 and 2020 Rail transit passenger satisfaction surveys.Using pre-COVID-19 and post-COVID-19 survey data,changes in passenger travel behavior and satisfaction levels of service quality indicators were analyzed.From the perspective of service quality,structural equation models for pre-COVID-19 and post-COVID-19 were constructed to compare and analyze the normalized weight of each indicator on overall satisfaction,and to calculate the pre-COVID-19 and postCOVID-19 satisfaction indices.The results showed that the impact of safety and comfort on overall satisfaction increased significantly after COVID-19,and the rail transit passenger satisfaction index decreased by 1.02.To further analyze the impact of perceived risk of COVID-19 on rail transit satisfaction.In this paper,k-means clustering method is used to classify the degree of perceived risk of passengers,and decision tree is used to analyze the influence characteristics of the degree of perceived risk of different groups.Based on the service quality index,the perceived risk variable is introduced,and the structural equation model is constructed to analyze its influence on the satisfaction of rail transit.By creating a multi-group structural equation model,the satisfaction differences of different perceived risk groups are studied.The results show that the key factors influencing the perceived risk of COVID-19 are income,travel frequency and occupation.Perceived risk of COVID-19 has significant negative impact on safety,comfort and passenger satisfaction(-0.216,-0.183,-0.182);Low-risk groups were more concerned with convenience,while high-risk groups were most concerned with safety.In this paper,IPA method is used to rank all passengers,low-risk groups and highrisk groups on rail transit satisfaction improvement strategies,and comparative analysis of the similarities and differences.The priority indicators for improvement are travel safety,peak departure interval,cross infection risk,facility transmission risk and psychological safety distance.Finally,the improvement suggestions and measures are put forward.