公交服务公众满意度的影响因素及测度

Influencing factors on public satisfaction with urban public bus service and countermeasure

在借鉴顾客满意度理论的基础上,构建了公交服务的公众满意度模型,并以辽宁省大连市公交服务数据为例,采用结构方程进行了实证测算。研究发现,公交服务的公众满意度模型可由公交服务形象、公众期望、硬件投入感知、软件投入感知、公众参与、公众满意度、信任支持七个潜变量组成,模型拟合度较好。公交服务形象的改善和硬件投入感知有利于提高公众满意度水平;公交服务形象改善、公众参与、公众满意度的提升可促使更多公众乘坐公共交通。据此,建议政府城市公交服务资金投入应重点对现有的公交、站台及相关设备进行更新和维护,保持公交服务的良好形象,在公众参与的深度和广度层面继续挖掘潜力。

Based on the customer satisfaction theory, this essay constructs an urban public bus satisfaction model, and uses public bus service data of Dalian City with Structure Equa- tion Model method to test it. The results firstly show that the ur- ban public bus satisfaction model is composed by seven latent variables, which are public bus image, public expectation, hardware financial input perception, software financial input per- ception, public participation, public satisfaction, trust and sup- port. And it also shows the model fitting is good. Secondly, it gets that the improvement of public bus image and the hardware financial input perception could increase public satisfaction. And the improvement of public bus image, the participation of public, public satisfaction could bring more people to take pub- lic bus transport. Accordingly, this essay proposes that the gov- ernment should put financial invest towards public bus field for the upgrading and maintenance of buses, bus stations and relative facilities, keep good bus service image. Meanwhile, the government also needs to take greater efforts in public participation.