基于SEM的铁路12306 App用户满意度研究

Research on User Satisfaction of Railway 12306 App Based on SEM

摘要: 随着我国高速铁路的快速发展，运营里程不断增加，客运量也在急速增长。为了进一步提高旅客对铁路12306 App的满意度，本文将以顾客感知视角，分析影响顾客购票满意度的因素构成，同时根据顾客满意度模型ACSI构建铁路12306 App用户满意度影响因素结构方程模型，从用户感知质量、用户期望、感知价值三个方面探讨其对用户满意度的影响。结果表明：用户对铁路12306 App的期望对用户满意度并没有显著的正向影响，感知质量和感知价值对用户满意度具有明显的正向影响。铁路12306 App应该着重改善感知质量和感知价值，加强对用户满意度和用户忠诚度的重视，以提供更好的购票体验及服务质量。

Abstract: With the rapid development of high-speed railways in China, the operating mileage continues to increase, and the passenger volume is also rapidly increasing. In order to further improve pas-senger satisfaction with the railway 12306 App, this article will analyze the factors that affect cus-tomer ticket satisfaction from the perspective of customer perception. At the same time, based on the customer satisfaction model ACSI, a structural equation model of the influencing factors of user satisfaction for the railway 12306 App will be constructed, and its impact on user satisfaction will be explored from three aspects: user perceived quality, user expectations, and perceived value. The results indicate that user expectations for the railway 12306 App do not have a significant positive impact on user satisfaction, while perceived quality and perceived value have a significant positive impact on user satisfaction. The railway 12306 App should focus on improving perceived quality and perceived value, strengthening the emphasis on user satisfaction and loyalty, in order to provide a better ticketing experience and service quality.