【摘要】 目前IPA-Kano模型在交通服务质量评价方面应用较少,为进一步完善IPA-Kano模型在公交服务质量评价方面的应用,且改善城市地面公交服务质量,提高城市地面公交吸引力。以哈尔滨市为例,通过设计调查问卷,并运用IPA-Kano模型对哈尔滨市地面公交进行服务质量评价,以提升公交整体服务水平。通过构建哈尔滨市地面公交服务要素的"隐性重要性-显性重要性"矩阵,对哈尔滨市公交服务要素进行归类,确定了哈尔滨市地面公交亟需改善的服务要素,并提出了哈尔滨市公交服务优化策略。研究结果表明:公交车首末车发车时间、公交车运行准点率、行驶速度和车内安全应优先改善。进一步完善了公共交通服务质量评价方法,为城市公共交通运营管理提供理论依据。更多还原

【Abstract】 At present, the application of IPA-Kano model for assessing the public transit is only few, in order to further improve the application of IPA-Kano model, ameliorate the service quality of public transit, and improve the attractiveness of urban ground public transport. Taking Harbin as an example, through the design of questionnaire, IPA-Kano model was used to evaluate urban ground public transport service quality, so as to improve public transit service level. An "implicit importance-explicit importance" quadrant was proposed, the public transport service elements in Harbin was classified, the improvement priorities of service factors was determined, and the optimization strategy of public transport service was put forward. The results show that bus working time, schedule adherence, driving speed and safety in carriage should be improved at first. The study further improves the evaluation method of public transport, and provides a theoretical basis for the management of urban public transport.更多还原