城市常规公交服务质量满意度差异研究

Differences Research on the Quality of City Bus Service Satisfaction

本文随机选取南昌市7条公交线路对其服务质量满意度进行调查研究,运用独立样本Kruskal-Wallis检验方法判断公交服务质量的差异显著情况和计算服务质量的平均秩。研究结果表明:不同公交线路的服务质量满意度感知情况存在显著性差异,同时有无空调、停站数量、首末班时间安排、发车频率以及换乘便利情况均是影响乘客满意度的重要因素。通过实证分析,为进一步改善公交服务质量、提高乘客满意度提供理论依据。

This paper randomly selected seven bus lines to investigate, studies their satisfaction with the quali-ty of service in Nanchang by using independent samples Kruskal-Wallis test way to judge the difference significant conditions of bus service quality, and calculates the mean rank of the quality of service. Results show that the qual-ity of different bus routes service satisfaction perception exists significant differences. Meanwhile, whether there facilitates air conditioning, the number of stop simultaneous, first and last time arrangements, departure frequency and transfer convenience are all important factors to affect passenger＇s satisfaction. It is conducive to further im-prove public transport service quality through an empirical analysis and provide a theoretical basis for improving the satisfaction of passengers.