CONSTRUCTION AND ANALYSIS OF SERVICE QUALITY MODEL FOR BEIJING URBAN MASS TRANSIT

摘要：

Mass transit systems have many advantages over private transit systems and the Beijing Municipal Commission of Transport aims to increase the mass transit as the commute mode to 45％ to 2015.Public transit industry of Beijing is accordingly facing more and more strict challenge. Data show that the good service quality will influence positively on the attitude,emotion and behavior of customers, thus keeping high-level service quality can bring both economical and social effects for organization.There were a few attempts on constructing service quality model for Beijing urban mass transit but the paper argues to adopt a SEM in the construction.

关键词： Structural Equation Model (SEM) Service quality Mass transit

作者: Wang Li

作者单位: School of Economics & Management,Beijing Jiaotong University,No.3 Shang Yuan Cun,Beijing,China

会议类型: 国际会议

会议名称: 13th International Conference on Enterprise Information System(第13届企业信息系统国际会议 ICEIS 2011)

会议地点: 北京

会议语种:英文

页码: 591-593

在线出版日期: 2011-06-08（万方平台首次上网日期，不代表论文的发表时间）