面向公交企业服务质量的评价方法

Service Quality Assessment Methods of Public Transit Enterprises Based on Passenger Perception

为客观公正的考评公交企业服务质量,从公交乘客需求、公交企业服务、企业权限、地域特色等四个方面建立了公交企业服务质量考核指标体系。利用服务质量乘客感知数据,通过结构方程式(Structural equation modeling,SEM)标定了影响因素指标权重,并结合企业管控范围剔除无关指标,借鉴美国顾客满意度指数(Customer satisfaction index,CSI)模型对武汉市公交企业服务质量进行考评。作者构建了区分质量感知微小差别的正向复合指数曲线模型,并计算了公交企业服务质量得分。对比分析各公交企业服务质量差异来源,发现武汉市公交企业服务质量不仅与公交企业提供的服务有关,还受乘客职业、交通拥挤的影响。由考核结果知,2015年武汉市公交企业D公司乘客满意度指数得分最高,公交企业E公司乘客满意度指数得分最低。

In order to evaluate the quality of service of bus companies objectively and impartially, a public transit enterprise service quality assessment index system was established using four components： that is, bus passenger demand, bus business services, corporate access and geographical features. A structural equation model （SEM） was constructed by assigning the index weights based on the perception data of passengers＇ assessment of service quality. The collected data were used to evaluate the public transit service quality of Wuhan public transit with American Customer Satisfaction Index （CSI） Model, which excluded the irrelevant indicators combining with the control range of corporation. Concurrently, a positive composite exponential function was erected, which could distinguish a small difference in the perceived quality and the bus companies＇ service quality score was calculated. By comparing and analyzing the services provided by some public transit enterprises, it was found that the service quality, of the bus companies in Wuhan not only related to the services bus companies provided, but also to the personal occupation characteristics of the passengers and traffic congestion. As the evaluation showed D bus company in Wuhan scored the highest than others in 2015, while conversely, the , the E bus company scored the lowest.