Study on Evaluation of Urban Transit Service Quality Based on Passengers’Perceptions

doi:10.3969/j.issn.1674-0696.2012.05.26

Journal of Chongqing Jiaotong University(Natural Science) ›› 2012, Vol. 31 ›› Issue (5): 1027-1030.DOI: 10.3969/j.issn.1674-0696.2012.05.26

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Study on Evaluation of Urban Transit Service Quality Based on Passengers’Perceptions

Wu Huirong^1,2，Cui Shuhua¹，Zhang Haisong^1,3

1.School of Traffic，Northeast Forestry University，Harbin150040，Heilongjiang，China; 2.School of Traffic and Transportation，Beijing Jiaotong University，Beijing 100044，China; 3.Harbin Technician College，Harbin 150030，Heilongjiang，China

Received:2011-12-26 Revised:2012-02-27 Online:2012-10-15 Published:2015-01-22

基于乘客感知的城市公交服务质量评价研究

武慧荣^1,2，崔淑华¹，张海松¹

1.东北林业大学交通学院，黑龙江哈尔滨150040; 2.北京交通大学交通运输学院，北京100044; 3.哈尔滨技师学院，黑龙江哈尔滨150030

作者简介:武慧荣(1980—)，女，山西夏县人，讲师，主要从事交通运输规划与管理方面的研究。E-mail:wuhuirong@126.com。
基金资助:
中央高校基本科研业务费专项资金项目( DL11BB27)

Abstract

Abstract: Based on SERVQUAL evaluation model，passengers’perceptions service quality evaluation system of urban transit was constructed and the SERVQUAL model was improved with AHP． Urban transit service quality was investigated in Harbin as a case in point，and was evaluated by the passengers’perceptions and expectations calculating with improved SERVQUAL model． The result shows that all scales of passengers’perceptions were lower than those of expectations，and gaps between perceptions and expectations of dimensions decreased from empathy，assurance，reliability，tangibility，response to convenience． At the same time，the calculated result is equivalent to the overall evaluation of transit service quality． It is significance to improve the urban transit service quality．

Key words: urban transit, service quality, AHP

摘要： 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。

关键词: 城市公交, 服务质量, 层次分析法

CLC Number:

F570.6

Wu Huirong，，Cui Shuhua，Zhang Haisong，. Study on Evaluation of Urban Transit Service Quality Based on Passengers’Perceptions[J]. Journal of Chongqing Jiaotong University(Natural Science), 2012, 31(5): 1027-1030.

武慧荣，，崔淑华，张海松，. 基于乘客感知的城市公交服务质量评价研究[J]. 重庆交通大学学报（自然科学版）, 2012, 31(5): 1027-1030.

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Study on Evaluation of Urban Transit Service Quality Based on Passengers’Perceptions

基于乘客感知的城市公交服务质量评价研究

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