常规地面公共交通服务质量评价文献综述

A literature review on service quality evaluation of normal ground public transport

为科学合理地提升常规地面公交规划、设计、管理等各阶段的服务质量,对国内外常规地面公交服务质量评价的大量文献进行分析,重点评述评价视角、评价指标和评价方法。评价视角包括政府、运营商和乘客形成的单一视角以及组合而成的多视角,评价指标包括主观与客观评价指标,评价方法包括离散选择模型、统计回归模型、结构方程模型和其他方法。结合常规地面公交服务质量评价研究的需求和中国在该领域中所需应对的问题,探讨未来的研究方向。研究发现:常规地面公交服务质量评价缺乏有效的政府监管机制和主客观双层面下的综合评价指标,公交服务质量与补贴、经营权关联性研究是未来的研究方向。

In order to scientifically and reasonably improve service quality for the planning,design,management and other stages of normal ground public transport,a large number of domestic and foreign literatures about service quality of normal ground public transport were analyzed,and evaluation perspectives,evaluation indices and evaluation methods were emphatically reviewed.Evaluation perspectives include the single perspective of government,operator and passenger,as well as the multiple perspectives composed of them.Evaluation indices include subjective and objective evaluation indicators,and evaluation methods include discrete selection model,statistical regression model,structural equation model and other methods.Finally,combined with the research needs for service quality evaluation of normal ground public transport and the problems to be solved in this field in China,the future research direction was discussed.The results show that the service quality evaluation of normal ground public transport lacks effective government supervision mechanism and comprehensive evaluation indicators from subjective and objective perspectives.The relationship of the service quality of normal ground public transport with subsidies and management rights is the future research direction.