中文摘要：

基于南京市有轨电车乘客满意度调查，建立结构方程模型，探究影响乘客满意度的主要因素。首先，建立潜在变量（便捷性、可靠性、舒适性、安全性）与观察变量组合的测量模型，验证模型与数据契合情况；其次，建立外因变量（乘客个人属性、出行特征和有轨电车服务质量）对内因变量（乘客满意度和乘坐意向）作用的假设模型，进行路径分析；最后结合满意度重要性矩阵作现状评价。结果表明，舒适性并非乘客选择有轨电车出行的主要因素，其改善只提升乘客满意度，并不对乘坐意向产生正向作用．而提高便捷性与可靠性是增加有轨电车分担率最有效途径。在出行过程中乘客对时间成本敏感度高，过长候车时间将直接削减有轨电车与其他出行方式的竞争力。

英文摘要：

Based on a tram passenger satisfaction survey in Nanjing, a structural equation model was established to explore the main factors influencing passenger satisfaction. Then, a measurement model, containing latent variables （convenience, reliability, comfort, and safety） and observing variables, was constructed to verify the goodness-of-fitting between the model and the data. Then, a hypothesis model which revealed the effects of the exogenous variables（passenger＇s attributes, travel characteristics, and service quality of tram） on the endogenous variables （passenger satisfaction and intention） was built to conduct path analysis. Then, the current situation evaluation was provided based on an importance-performance analysis matrix. Results indicate that comfort is not the main factor for passengers＇ choosing tram to travel. Improving comfort merely enhances passenger satisfaction, but has no positive effects on intention, while improving convenience and reliability is the most effective means to increase the ridership of tram. This means that passengers are sensitive to travel time, and waiting time leagth will directly reduce tram＇ s competitiveness compared with other travel modes.