【摘要】 接运公交作为一种特殊的公交,是构建以轨道交通为骨干、一体化公交系统的重要环节。如何基于乘客的感知对接运公交服务质量进行评估,并以此为依据改善和提升接运公交的服务质量,不但是建立满足乘客出行需求和偏好的公交服务系统的需要,而且是提高接运公交+轨道服务系统吸引力和竞争力的关键。以深圳市接运公交为研究对象,通过问卷调查,以乘客视角应用探索性因子分析识别接运公交服务质量维度,并基于顾客满意度理论构建接运公交服务质量评估的结构方程模型,研究接运公交服务质量、乘客感知价值、乘客满意度和乘客忠诚之间的关系,以乘客的感知为基本出发点发现当前接运公交服务质量存在的主要问题。研究结果表明:接运公交服务质量包含可用性、便利性、可靠性、舒适性和安全性5个维度;服务质量和感知价值是决定乘客满意的关键因素,且乘客满意对乘客忠诚具有直接正向影响效果的决定性因素,因此改善公交服务质量是保证乘客忠诚的重要途径;当前接运公交服务质量综合评价指数偏低,亟待改善接运公交服务质量,若从对改善接运公交服务质量贡献度大小而言,当前应提高接运公交的可用性和舒适性,若从乘客对服务质量综合评价指数结果而言,当前亟待提升接运公交服务的可靠性。更多还原

【Abstract】 As a kind of special bus, feeder bus that is an important part in the integrated bus system making urban transit rail to be mainstay. It is essential that how to evaluate the service quality of feeder bus based on the passenger perception to provide the basis for improving its service quality, which can make urban transit system not only to meet passenger requirement and preference but also can make feeder bus and rail system to promote the attraction and competitiveness. Taking the Shenzhen feeder buses as the study object and conducting questionnaire surveys, the dimension of the service quality on the passenger views is distinguished with exploratory factor analysis, and the structural equation model for evaluating feeder bus service quality is set up based on customer satisfaction theory, so as to research the relationships among transit service quality, passenger perception value, passenger satisfaction and passenger loyalty and to identify the problems of feeder bus service quality on the basis of passenger perception. The research result indicates that(1) service quality of feeder bus includes availability, convenience, reliability, comfortability and safety;(2) the passenger satisfaction is determined by service quality and value, and the passenger satisfaction has direct positive impact on the passenger loyalty, so improving transit service quality is an important way to keep the passenger loyalty;(3) the service quality of feeder bus will be urgently improved because of the low comprehensive evaluation index of service quality currently. The availability and comfort should be improved from the view of improving the contribution degree of the service quality, but the reliability should be improved immediately from the view of the result of the comprehensive evaluation index of the service quality given by passenger.更多还原