文章编号：1672-5328（2012）04-0072-07

张　栋¹，杨晓光¹，安　健²，刘好德³
（1.同济大学交通运输工程学院，上海 201804；2.北京交通发展研究中心，北京 100073； 3.交通运输部科学研究院城市交通研究中心，北京 100013）

摘要：针对当前城市常规公交服务质量评价的理论研究与实践多侧重设施指标水平的统计分析，而对公交服务主体——乘客感受考虑不足的现状，引入“顾客感知服务质量”的概念。提出了以乘客感知和期望之差为基本依据的常规公交服务质量评价方法，建立了公交服务质量评价体系。选取上海市北安跨线和成都市119路公交线路为案例，通过分析实际调查数据，量化评价了两条公交线路的服务质量，验证了评价方法的可行性与有效性。案例研究表明，票价、候车时间、车内空间、换乘便利性是公交服务亟待改善的问题。

关键词：交通工程；公共交通；服务质量；乘客感知

中图分类号：U491.1⁺7

文献标识码：A

Evaluation of Urban Public Transportation Service Quality Based on Passengers’ Perception

Zhang Dong¹, Yang Xiaoguang¹, An Jian², Liu Haode³
(1.School of Transportation Engineering, Tongji University, Shanghai 201804, China; 2. Beijing Transportation Research Center, Beijing 100073, China; 3. China Urban Sustainable Transport Research Center, China Academy of Transportation Sciences, Beijing 100013, China)

Abstract：Considering the lack of consideration in passengers’ perception on the transit service in the current public transit evaluation process that focuses more on the quality of hardware, this paper introduces an users’ perceived service quality concept. This concept uses the difference between the expected and perceived service quality as the basis to develop an service evaluation system. The method has been applied to the service quality evaluation of Beian Elevated Line (Shanghai) and Bus Line 119 (Chengdu) with the survey data collected at two service lines. Through analyzing the quality of the two service lines, the feasibility and validity of the method are demonstrated. The case study result also shows that fare level, waiting time, in-vehicle space and transferability are the most important elements to improve urban public transportation service quality.

Keywords：traffic engineering; public transportation; service quality; passenger perception