Abstract: In order to quantify the effect of product technical improvement on railway customer satisfaction degree (CSD), this paper presents the railway customer satisfaction index (RCSI) model based on the telecom customer satisfaction index (TCSI) model, and presents the structural equation modeling (SEM) expansions of RCSI. Quality perception and value perception are the main factors affecting CSD. On the basis of the RCSI model, the paper quantifies the effect on CSD of the following factors of the integrated communication platform: security, reliability, operation and maintenance efficiency and price.

Key words: customer satisfaction degree, customer satisfaction index, structural equation modeling

摘要： 为量化产品技术改进对铁路用户满意度的影响，以电信用户满意指数模型为基础给出铁路用户满意指数模型及对应的结构方程模型展开式，其中质量感知和价值感知是影响用户满意度的主要因素。基于铁路用户满意指数模型，量化综合通信平台的安全性、可靠性、运维效率和价格对用户满意度的影响。

关键词: 用户满意度 , 用户满意指数 , 结构方程模型