城市公交服务乘客满意度指数模型的探索研究

Public bus transportation of a city is one of the most important public service fields which will be the direct reflection of a city’s bus-taking conditions and whole development level. In order to improve service quality of public transportation, both domestic and foreign scholars have done a lot of theoretical and practical research on public traffic field from passengers’ point. In this paper, a public-bus passenger satisfaction index model was put forward, among which the core conception of American public sectors customer satisfaction index model was used as reference. Besides, in accordance with public traffic vocation’s concrete characters, some changes were made to be suitable for conducting practical study in China. The author chose 25 bus lines as study objects in Shenyang and surveyed passengers randomly within buses. And then the author analyzed the collected data by using structural equation model, based on which, public bus passenger satisfaction index model was built initially that contains passenger expectation, perceived quality, passenger satisfaction, passenger loyalty and so on. The outcome of analyzing and validating shows the fitness between data and theoretical model is good, which prove the model’s construction to be successful and also can be used in public traffic field.