Analysis On Urban Rail Transit Passenger Satisfaction Based On Scale Choice Set

It is necessary to relieve the pressure of urban transportation in China and realize the intensive,efficient,and low-carbon urban development by using urban rail transit.By the end of 2020,most of the urban rail systems of big cities in China have achieved networked operations.With the rapid expansion of the construction,problems such as service quality and service safety of urban rail transit are gradually highlighted,which will inevitably affect the operation service level and reduce passengers’ satisfaction in the long run.To improve the service and match the service level with the scale growth,it is primary to understand passengers’ travel demand and their perception of the service quality.Passenger satisfaction survey is a crucial way to obtain passengers’ perception of service,but there is no consensus on the construct of service quality.And less attention is paid to the heterogeneity of passengers’ travel demand changes on passengers’ current travel satisfaction.Therefore,from the perspective of passenger perception,this study took Chengdu metro as the research case to design the passenger satisfaction questionnaire.While obtaining passengers’ perception of various services through the questionnaire,this study used factor analysis cross-validation method to determine the service quality factor structure.On the basis of the service quality,considering the heterogeneity of passenger travel demand,the travel satisfaction model was constructed by structural equation model and ordered choice model,and the influencing mechanism of passenger satisfaction was analyzed.In order to determine the structure of service quality in the satisfaction model,this study comprehensively selected various service indicators for the questionnaire and selected the observed factors of service quality by combining exploratory factor analysis and confirmatory factor analysis.Then,equipment,information service,personnel service,convenience,and comfort were identified as potential structural variables of service quality.Secondly,this study adopted improved structural equation modeling with partial leastsquare method,and then obtained the service quality model through empirical test.Based on it,this study considered passengers’ multiple heterogeneity,and integrated generalized ordered logit to build passenger travel satisfaction model,and then used sample data to estimate the parameters and test the effect of the theoretical model.The results show that socioeconomic characteristics,travel characteristics,and the latent variables of service quality impact passengers’ overall travel satisfaction.Regarding socioeconomic characteristics,female passengers have lower satisfaction in gender classification,while commuters and passengers aged 36-60 have higher satisfaction.Among the travel characteristics,the number of transfer,peak travel and travel purpose have significant impact on passenger satisfaction.Among the SQ latent construct,all latent variables have a high positive impact on satisfaction.Moreover,the effect of information service,convenience,and personnel service on improving satisfaction is higher than that of others.Finally,the PLS-SEM was used to conduct the materiality-satisfaction analysis on the service quality factors,which can identify the key factors that influence passenger satisfaction.Results show that passengers pay most attention to the service factors including platform crowded,inbound walking time,outbound walking time,transfer time,lamplight,ventilation,temperature,patency of security check security,and staff service.Among them,passengers are less satisfied with the crowding on the platforms.This study improves the application research method of passenger satisfaction,and focuses on the passengers’ heterogeneity of travel demand to build satisfaction model.and then combining with empirical analysis,it also provides a new method and empirical basis for the study of urban rail transit passenger satisfaction.Therefore,after considering the effective allocation and utilization of resources,this paper also put forward targeted suggestions for Chengdu metro to improve service quality and passenger travel satisfaction from the perspective of service quality attributes,socioeconomic characteristics,and travel characteristics.