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基于乘客感知的城市公交服务质量评价研究

DOI: 10.3969/j.issn.1674-0696.2012.05.26, PP. 1027-1030

Keywords: 城市公交,服务质量,层次分析法,urbantransit,servicequality,AHP

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Abstract:

:?以SERVQUAL模型为基础,构建了城市公交乘客感知服务质量评价指标体系,并以哈尔滨市某公交线路为例进行服务质量调查,应用层次分析法改进SERVQUAL模型计算乘客感知值与期望值,进行公交服务质量评价。计算结果表明该线路乘客感知值均低于期望值,移情性、保证性、可靠性、可感知性、反应性、方便性等6个维度的差距依次减小,并且计算得出的总体感知服务质量值与公交服务质量总体评价均值相当,对于改善城市公交服务质量具有指导意义。

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