摘要
为了提高城市常规公交的服务质量,提升公交吸引力及运营效率,在分析常规公交服务特征的基础上,建立了常规公交满意度评价指标体系。运用结构方程模型分析了评价指标间的相互作用,及其对乘客满意度的影响程度,进而构建了公交乘客满意度评价模型,并利用哈尔滨市问卷调查数据对常规公交满意度进行评价。研究发现哈尔滨市公交乘客满意度得分处于一般与满意之间,且冬季得分均低于夏季,特别是安全性、可靠性及便捷性的得分较低。结果表明,哈尔滨市常规公交满意度的提高关键在于冬季公交服务安全性、可靠性和便捷性的改善。
To improve the service quality,attractiveness,and operational efficiency of conventional public transits,a passenger satisfaction evaluation index system is proposed based on an analysis of service characteristic of a conventional public transit.A structural equation model is used to analyze the relationships between the evaluation indicators.In addition,the relationships between evaluation indicators and passenger satisfaction are analyzed.The passenger satisfaction evaluation model is then proposed.We used questionnaire data derived from Harbin,Heilongjiang province,China to evaluate the degrees of passenger satisfaction on a conventional public transit.The study revealed that the overall degree of passenger satisfaction is between the general and satisfactory levels.Scores corresponding to degrees of satisfaction,particularly for safety,reliability,and convenience,were lower in winter than in summer.Results indicated that the key to improving the conventional public transit satisfaction lies in theimprovement of winter public transit service safety, reliability and convenience.
作者
张文会
刘委
王圣鼎
王东
周生辉
李卓
ZHANG Wen-hui;LIU Wei;WANG Sheng-ding;WANG Dong;ZHOU Sheng-hui;LI Zhuo(School of Traffic and Transportation,Northeast Forestry University,Harbin 150040,China;Heilongjiang Provincial Department of Transportation,Harbin 150076,China;Harbin Transportation Industry Training Service Center,Harbin 150040,China;Department of Automobile Engineering,Beijng Vocational Transportation College,Beijing 102618,China)
出处
《交通运输工程与信息学报》
2021年第1期43-51,共9页
Journal of Transportation Engineering and Information
基金
教育部人文社会科学研究基金项目(17YJCZH250)
中央高校基本科研业务费专项资金项目(2572018BG01)
黑龙江省交通运输厅科技项目(202001,202002)。
关键词
公共交通
乘客满意度
结构方程
线性加权
public transport
passenger satisfaction
structural equation
linear weighting mode
