열차운행 안전성의 매개효과를 고려한 도시철도 이용만족도 분석 - 9호선을 대상으로 -

This study is based on the results of a study on the awareness of passengers of survey research tools todetermin customer satisfaction when they use the subway; it was conducted 2~3 times as part of a policy to improveSeoul line 9. This analysis was carried out to determine how significant an impact customer satisfaction in using subwayhad on variables, such as, safety of operation, punctuality and headway. The study was a regressive analysis that usedthe SPSS 18 Program and revealed that positive recognition of using subway and safety of operation will have positive(+) effects on customer satisfaction. However, punctuality was rejected since there was no impact on customer satisfactionafter multiple regression analyses. Although the results revealed this lack of impact, another result was that therewas a mediation effect on safety of operation between punctuality and customer satisfaction. That is, the positive cognitionof passengers of the full meditation effect of safety of operation was deducted to have a positive (+) effect on thepositive cognition of passengers of punctuality. This study draws the conclusion that subway companies should try toimpart to customers a sense of trust in the safety of operation and supply them with a variety of types of operation.
However, this study is limited in its focus on Line 9; it also had somewhat small samplings.