城市公交服务乘客满意度指数模型

Exploration of an Index Model of Passenger Satisfaction on Urban Transit Services

城市公共交通作为基础的公共服务领域之一,其发展程度直接反映了城市的出行条件和城市交通的整体发展水平。为了提高公交服务水平,国内外学者都从乘客角度入手,对公交服务乘客满意度进行了理论和实证研究。提出公交服务乘客满意度指数模型,该模型借鉴美国顾客满意度指数模型的核心概念,根据我国公交行业的特点进行改进,并进行了实证研究。以沈阳市公交车线路为测量对象,选取25条公交线路的乘客进行随车调查,并应用结构方程模型方法对调查数据进行分析,由此初步建立了由乘客期望、感知质量、乘客满意、乘客忠诚等结构变量构成的城市公交服务乘客满意度指数模型。分析和验证结果显示,实际调查数据与理论模型拟合较好,说明乘客满意度指数模型的建立较为成功,并可以应用到公交领域。

The development status of urban public transportation, one component of the public services system, directly reflects the urban travel conditions and the overall level of urban development. From the passengers＇ point of view, theoretical and practical researches in urban public transportation were carried out both at home and abroad in the hope to improve the level of services of the urban public transportation systems. Grounded on the core concepts of the customer satisfaction index model adopted in American public sector, this paper is intended to propose a modified model according to characteristics of transit industry in China, and to perform a validation study of the model. To this end, an on-board survey was conducted along 25 bus lines in Shenyang, with the data analyzed using Structural Equation Models. Based on this survey and its resulting data, including customer expectation, perceived quality, customer satisfaction and royalty, an initial model was established to evaluate urban public transportation services in terms of the above customer satisfaction indices. The analytical and validating results show that the empirical data from the survey enjoyed a good fitness to the theo- retical model, which indicates that the model is promising and can be applied to evaluating urban public transportation systems in China.