Research On Baotou Public Transit Service Quality Based On The Passenger Perception

With the development of city, urban traffic problems have become more and moreserious. It cannot solve the city traffic jam fundamentally only by increasing the roadinfrastructure. Because the urban public transport can improve traffic efficiency, easetraffic congestion and reduce the pollution of the environment, many cities compete todevelop public transport, in order to solve the traffic problem in the city, but because ofthe poor quality of public transport services, the low level of the service and thepassenger’s complaints, the urban public traffic share is still relatively low. So how toimprove the public transport share and service level, and establish the priority of publictransport, has become a urgent task of urban traffic in our country.Based on the former scholar’s studies, this author found the research point of thispaper, which positioned in the passenger. Also this paper can deeply reflect passengers’setted index for public transport service perception, and evaluate for the Baotou publictransport service quality adopting the SERVQUAL evaluation method invented by PZB.In this paper, the author, starting from the actual operation of Baotou publictransport, designed a public transport service quality questionnaire on the basis ofliterature review and preliminary field interviews, and adopted the method of randomdistribution, on-site recycling questionnaire to collect data. Then the author used thefactor analysis of SPSS software to establish the service quality scale to evaluate Baotoupublic transport, used single factor analysis of variance of SPSS software to research theinfluence for the evaluation of Baotou public transport service quality caused by thedifference of passengers’ basic features, and adopted the method of fuzzycomprehensive evaluation to research the present status of Baotou public transportservice quality. Finally, this paper analyzes the service quality gap existing in theBaotou public transport.Through the above research, the author builded a Baotou public transport servicequality evaluation scale which contained six dimensions and twenty-five questions. By analyzing the basic features of passengers, the author found that in addition to thepassengers’ gender different which would not affect the public transport service qualityevaluation, the differences of other characteristics all would influence the evaluation ofpublic transport service quality. By adopting fuzzy comprehensive evaluation method toresearch the present situation of Baotou public transport service quality, the authorfound that the current public transport service quality of Baotou had not reached thepassengers’expectations. On the basis of service quality gap, the author analyzed theexisting five gaps of Baotou public transport and proposed the corresponding bridgemeasures to narrow the gap,...