基于修正SERVQUAL的公共自行车服务质量评价研究

Evaluation of Public Bicycle System Service Quality Based on Revised SERVQUAL

通过引入服务学基于顾客感知的服务质量评价指标与方法,并分析用户使用公共自行车的过程,提出了影响公共自行车服务质量评价的17个因素,据此设计量表并建立了公共自行车服务质量评价的SERVQUAL模型.将模型应用于上海市闵行区公共自行车的服务质量的评价,证明本模型具有良好的信度与效度,同时进一步指出公共自行车服务质量的评价指标可以划分为系统服务、借还车方便程度、车辆保养、附加服务、站点设施位置5个维度.在此评价方法下,可以认为用户对闵行区公共自行车系统服务质量基本满意,但在借还车方便程度(配车数、配桩数)、附加服务(雨天服务)、系统服务(人工服务)等方面仍有较大提升空间.

Recently, several cities the ＂the last mile＂ problem, but ty. The research brings in an ev sets seventeen influencing items introduce PBS（Public Bicycle System） into transit system to solve it still lack a scientific and efficient way to evaluate PBS service quali- aluating methodology base on users＂ expectations and perceptions and of evaluating PBS service quality in the order of PBS using procedure, which builds an evaluation SERVQUAL model on PBS service quality. Through investigations on PBS in Minhang District, Shanghai, it is found that the model has a reasonable reliability and validity, and divide seventeen items into five dimensions, system service, rental and return, bicycle maintenance, additional service, station site. To apply the evaluating methodology, it is concluded that users feel basic satisfaction of PBS service quality and the system should make more improvements in rental and return（the number of bicycles and parking piles）, additional service（service in rainy day） and system service（ staff service）.