21世纪以来城市公共交通服务质量研究进展及展望——基于国内外文献的系统回顾

Research progress and prospects of urban public transportation service quality since the 21st century:A systematic review based on domestic and international literature

在系统梳理2000—2023年城市公共交通服务质量评价及提升研究相关文献的基础上,通过内容分析法揭示国内外研究概况及其异同,并进一步结合文档分析法进行归纳与总结。研究发现:国内外相关文献在研究主题与内容特征方面存在不同偏好,而乘客满意度是当前共同关注的研究热点。政府、企业与公众分别是宏观研究和微观研究的主流评价主体,评价指标聚焦于感知服务与客观性能两大体系,两者之间具有可测度的关联特征,多式联运与空间环境是评价指标体系侧重改进的方向,位置服务数据与满意度分别是评价方法的介入点。内部改进与模式互补是提升策略涉及的主要措施,重要性一绩效表现分析与三因素理论模型是应对难点的有效探索方案。未来研究应重点加强对空间环境评价指标的关注,利用互联网大数据丰富评价方法,探索基于空间视阈的服务质量提升途径。

This study systematically reviews literature on the evaluation and enhancement of urban public transportation service quality from 2000 to 2023.Employing content analysis,it reveals the similarities and differences in domestic and inter-national literature,further synthesizing details through document analysis.The findings indicate divergent preferences in research themes and content characteristics globally,with passenger satis-faction emerging as a current focal point of interest.Government and corporate entities,along with the public,serve as the pri-mary perspectives for macro and micro-level research,respec-tively.The evaluation content concentrates on two major sys-tems:perceived service and objective performance,both exhibi-ting measurable interrelations.Multi-modal integration and spatial environment are prioritized directions for improving evalu-ation indices,with location-based services and satisfaction metrics serving as pivotal points of methodological intervention.Internal improvements and modal complementarity constitute the main strategies for enhancement,while Importance-Performance Analysis and the Three-Factor Theory model represent effective exploratory solutions to address challenges.Future research should focus on incorporating spatial environmental indices,enriching evaluation methods with internet big data,and exploring service quality enhancement pathways based on spatial perspectives.