关键词: 乘客观点, 公共交通, 服务质量, 指标体系, 层次分析, 综合评价

Abstract: From passenger's perspective,based on the factors that affect passenger transit trip and transit trip decision-making process as well as the studies on transit availability,travel time and cost,comfort and convenience,safety and security aspects,measure index for transit stop,transit line and transit system are proposed and the humanized quality of service measure system is established.Finally,the system is evaluated comprehensively in virtue of AHP method.The transit quality of service measure method based on passenger's perspective is very meaningful for improving transit quality of service and choosing transit network resource optimization.

Key words: passenger's perspective, public transportation, quality of service, index system, AHP, comprehensive measure