文章编号：1672-5328（2008）03-0006-05

秦国栋 陈燕申 张素燕
（中国城市规划设计研究院，北京100044）

摘要：城市轨道交通客运服务标准应主要针对乘客的需求而制定，是当前需要优先制定的服务业标准之一。通过对城市轨道交通客运服务及特性进行分析，结合国际相关服务标准以及我国现行的服务标准及标准化模式，提出了“以人为本”、系统性和与国际接轨的标准编制原则。乘客乘车是一个按时间顺序的活动过程，沿乘客乘车时间次序展开服务次序，是标准编制的重要技术方法。确定城市轨道交通客运服务内容是城市轨道交通客运服务标准编制的一项主要任务。在借鉴国外先进服务标准理念的基础上，通过轨道交通客运服务质量和从乘客实际需求出发来规范服务内容。最后，对乘客相应权益的规定做了说明。

关键词：标准；城市公共交通；城市轨道交通；客运服务；服务质量

中图分类号：U231

文献标识码：A

Study on Issues Related to the Preparation of Urban Rail Transit Passenger Services Standard

Qin Guodong, Chen Yanshen and Zhang Suyan
(China Academy of Urban Planning and Design, Beijing 100044, China)

Abstract: Urban Rail Transit Passenger Services Standard (URTPSS) should be prepared to meet the passengers' needs, and it is one of the services standards that should be developed with a high priority. Through an analysis of attributes of services, and taking into account our national conditions as well as international relative services standards, this paper presents the principles should be human-centered, systematic and consistent with international standard in preparation of the URTPSS, which reflect a spirit of humanistic caring. Service providing consistent with passenger riding activities is an important technical method in standard preparation, as riding is a kind of activity with time sequence. Service items determination is a significant task to prepare standards. According to helpful experience of service standards, service qualities and passengers' needs are considered to prepare service items. Finally, this paper illuminates the regulations to the rights and interests for passenger.

Keywords: standards; urban public transportation; urban rail transit; passenger service; service quality