Research On The Evaluation Method Of Urban Regular Bus Service Quality Based On Passenger Perception

The quality of bus service is an important embodiment of the quality of bus passenger transportation.At present,to assess the quality of bus service,we mostly tend to take the indicators of planning,management and operating or other technical in the area of applications;However,the measurement model in the research field is complex,and the passengers' feelings are ignored who are the service objects and the direct participants of the city bus.Under the background of "traffic power" that the country proposed,the emphasis is to transform the traffic power engineering construction to management service,the speed of scale to quality benefit,and comments from the government to the demands of people.Therefore,this paper studies the evaluation method of bus service quality in the view of passengers,aiming to understand the needs of bus travelers and the problems existing in public transport services,and provide bases of planning and decision-making for planning and management,and thus to improve the level of urban public transportation service and travel sharing rate.This paper takes regular buses as the research object.First of all,the definition of "customer perceived service quality" in service management is used to explain the connotation of "passenger perceived service quality".The relationship between service quality and customer satisfaction and service level is analyzed from the perspective of definition.Secondly,by analyzing people's travel decision-making process and bus passengers travel process,reveals the influence factors of the passengers' perceived service quality in the choice of travel mode and the bus travel process,and in combination with passenger perception of service quality evaluation index screening methods,build the evaluation index system of convenience,comfort,reliability,empathy and tangibles.The concept of "arrival time reliability" and "parking reliability" are put forward in the analysis of travel process of bus passengers.Thirdly,it introduces the customer perception service quality evaluation method in service management,constructs the weighted SERVPERF and weighted SERVQUAL passenger perception of service quality measurement model,and from the scale design,reliability and validity test,data statistic analysis and evaluation of passenger perception of service quality evaluation process is established.Finally,taking the main urban area of Chongqing as an example,based on the analysis of SPSS23.0 statistical software,this paper makes an empirical study on the evaluation method,and puts forward the correspondingimprovement measures according to the evaluation results.Based on the researches above,this paper draws the following conclusions: 1)The weighted SERVPERF evaluation method and the weighted SERVQUAL evaluation method are applicable to the evaluation of the service quality of urban regular bus,and the weighted SERVPERF evaluation method is superior to the weighted SERVQUAL evaluation method.2)In the evaluation of index importance,comfort(0.336)is the most important of all evaluation dimensions,followed by convenience(0.243),reliability(0.143),empathy(0.142),and tangible(0.136).3)Comfort has the most significant effect on the perceived service quality of passengers and has become a new criterion for the quality of public transport service.4)"Air quality,temperature and sanitation in buses" have the greatest impact on passenger comfort evaluation,followed by "the smoothness of the bus operation","the crowding level in the bus" and "the length of standing time in the bus",etc.