文章编号： 1672-5328（2026）03-0094-07

石凤蓉
(昆明铁道职业技术学院，云南昆明650000)

摘要： 针对中国城市公共交通票价听证实践中普遍存在的“逢听必涨”、公众信任度不足等问题， 通过构建科学的城市公共交通票价听证满意度评价模型，量化公众态度，以期优化听证实施、提高 公共决策的认同感。基于价格听证的过程性特征，通过改进C-CSI 模型，构建城市公共交通票价听 证满意度评价模型，并以2024 年11 月昆明地铁票价听证为例开展实证研究。结果显示：公众对该 次票价听证基本满意；同时，模型反映出公众认知、公众期望和政府公信力对公众满意度具有显著 的正向影响，并由此揭示出公众因认为自身意见对听证结果影响较弱，而对听证组织产生不信任 感。研究表明，城市公共交通票价听证模型能够有效量化公众态度，其结论可为提升公众满意度提 供明确的改进方向。

关键词： 城市公共交通；满意度评价；价格听证；公众认知；公众预期；政府公信力

中图分类号： U491

文献标识码：A

Satisfaction Evaluation of Urban Public Transportation Fare Hearings

Shi Fengrong
(Kunming Railway Vocational and Technical College, Kunming Yunnan 650000, China)

Abstract： To address the widespread issue of "fares increasing with every hearing" and the insufficient public trust in China's urban public transportation fare hearing processes, this paper develops a scientific model for evaluating satisfaction with such hearings. The aim is to quantify public attitudes, optimize hearing implementation, and enhance public acceptance of policy decisions. Drawing on the procedural characteristics of price hearings, the model is built by modifying the C-CSI model. An empirical study is conducted using the November 2024 Kunming subway fare hearing as a case study. The results indicate that the public was generally satisfied with this fare hearing. Additionally, the model reveals that public perception, public expectations, and government credibility have a significant positive impact on public satisfaction. Moreover, it uncovers that the public harbors distrust of the hearing organization, as they perceive their opinions as having little influence on the hearing outcome. The findings demonstrate that the proposed satisfaction evaluation model can effectively quantify public attitudes, and its conclusions provide clear directions for enhancing public satisfaction.

Keywords： urban public transportation; satisfaction evaluation; price hearing; public perception; public expectations; government credibility