基于顾客满意度的城市公交服务水平

运用帕累托定律分析了少量主要公交线路完成大量旅客运输的规律,指出在满足所有乘客的基本服务需求的基础上,提高主要线路的公交服务水平,可以提高对大部分乘客的服务水平。建立了公交乘客服务满意度指数模型,设计了调查方案,利用公交乘客服务满意度指数对公交服务水平进行了定量分析,以此反映出城市公交服务是否满足人们出行的需求情况。

Public transport service level based on customer satisfaction

The behavior of accomplishing the transport of a great number of passengers by a few main public transport lines was analyzed applying the Pareto's law.It was revealed that on the basis of satisfying the basic service need of all passengers,enhancing the service level of the main public transport lines leads to improvement of the service level for the most passengers.A bus customer satisfaction index model was built and a corresponding survey scheme was proposed.The bus customer satisfaction index was used to analyze quantitatively the public transport service level to reflect the satisfaction degree of the people to the urban public transport service.