城市公共交通服务满意度评价模型

Evaluation model of satisfaction degree for urban public transit service

为了提高城市公共交通系统的服务水平,分析了公共交通服务的特殊性以及乘客满意度评价的主观心理特性,建立了公共交通服务水平乘客满意度评价指标体系。应用层次分析法和标度法,分析了乘客满意度评价指标的层次性和综合性特征,提出了基于模糊综合评价法的满意度评价模型,并对咸阳市公交乘客满意度进行了综合评价。评价结果表明:通过模型得到的咸阳市公交乘客满意度值为6.16,与通过实际调查得到的7.55近似,处于较满意和非常满意之间,因此,模型的计算结果可准确直观地反映乘客的主观感受,评价模型合理有效。

In order to improve the service level of urban public transit system,the specificity of public transit service and the subjective psychological characteristic of passenger satisfaction degree evaluation were analyzed,and the evaluation index system was established.The gradations and comprehensive characteristics of the evaluation indexes were studied by using analytic hierarchy process（AHP） and scale method,and a satisfaction degree evaluation model was proposed based on fuzzy comprehensive evaluation method.The public transit satisfaction degree in Xianyang was evaluated comprehensively. Evaluation result indicates that the satisfaction degree obtained by the evaluation model is 6.16, and is approximate with 7.55 got by field survey, which is at the level between more and most satisfaction. Computation result reflects the subjective attitudes of passengers accurately and visually, so the evaluation model is rational and effective. 5 tabs, 8 refs.