基于旅客评价的客运服务质量影响因素分析

从旅客评价的角度来研究影响客运服务质量的因素。对收集整理的旅客评价信息,运用因子分析法筛选出主要影响因素,并通过最优尺度回归模型对影响程度进行量化分析;对旅客评价信息中的人为干扰因素进行分析和认定,最后结合客运业务工作的实际对结论进行佐证。

Analysis on the influence factor of passenger service quality basing on passenger evaluation

The article discusses factors influencing the passenger service quality from the perspective of passenger evaluation.Main influence factors have been screened out by factor analysis method basing on the information gained from the passenger survey and quantitative analysis has been made to determine the influence degree by the optimal scale regression modal.Human interference factors in the passenger evaluation have been analyzed and identified and conclusion has been proved by the reality of passenger service work.