城市公交服务质量乘客评价的实证研究

An Empirical Study of Quality of Urban Bus Service

城市公交服务质量是指城市公交服务的固有属性满足公众需要的程度,对其进行评价应反映其4个属性:交互性、有形性、便利性和反应性。对成都市公交服务质量进行问卷调查和数据分析,其结果表明:乘客个人的基本属性是影响城市公交服务质量评价的重要因素,其中,乘客的性别、年龄、职业、月收入、乘车目的和乘车频率对评价结果存在不同程度的影响。

The quality of urban bus service refers to the degree to which the intrinsic nature of urban bus service meets the demands of the public. The evaluation of bus service quality includes four dimensions, that is, interactive, tangible, convenient, and responsive. The paper conducted a survey of questionnaire about bus service quality in Chengdu City, Sichuan Province. The results indicate that passenger＇s basic nature is an important factor that influences the evaluation of the quality of urban bus service. Specifically, passenger＇s sex, age, profession, income per month, purpose and frequency of bus-taking exert various influences upon the result of his or her evaluation.