随着经济的发展，越来越多的城市开始建设地铁。由于具有安全、快捷的优点，地铁日益成为人们外出的主要交通工具。本研究以福州地铁为研究对象，拟探究地铁服务质量对乘客满意度及乘客忠诚度的影响，以SERVPERF量表和文献为基础，构建了研究模型。从舒适性、可靠性、反应性、有形性、保证性和关怀性六个维度对服务质量进行评测，通过SPSS23.0软件进行数据分析，验证了服务质量对乘客满意度和乘客忠诚度的影响关系。基于研究结果，提出一系列改善地铁服务的建议，旨在促进福州城市地铁的良好发展。

关键字：福州地铁、服务质量、乘客满意度、乘客忠诚度、SERVPERF量表

With the development of economy, more and more cities begin to construct subway. Because of the advantages of safety and speed, subway is becoming the main means of transportation for people to go out. This study takes Fuzhou Metro as the research object, and intends to explore the influence of subway service quality on passenger satisfaction and passenger loyalty. Based on SERVPERF scale and literature, the research model is built. The service quality is evaluated from six dimensions of comfort, reliability, responsiveness, tangibility, assurance and care. The data is analyzed by SPSS 23.0 software to verify the impact of service quality on passenger satisfaction and loyalty. Based on the research results, this paper puts forward a series of suggestions to improve the subway service, aiming at promoting the good development of Fuzhou Metro.

Keywords:Fuzhou Metro, Service Quality, Passenger Satisfaction, Passenger Loyalty, SERVPERF Scale