A Method of Building Bus Satisfaction Evaluation Index System Based on Passengers' Perception

摘要

Public transportation is an important travel way of urban residents, and with the development of the city and the improvement of people's living standard, its service concept and service level are also facing a huge test. Through the analysis of bus passenger service requirements, combined with the construction principles of index systems, and based on the definitive structure of an index system, this study investigated volunteers and built a bus satisfaction evaluation index system based on passengers' perception, with 6 first-level indicators which are the key factors influencing passenger's satisfaction: timeliness, security, convenience, comfort, reliability, and economy. Also, there are an additional 21 second-level indicators, and 77 third-level indicators. The test showed reliability and validity through 2998 copies of questionnaires on the index system, and found the Cronbach's alpha of each index is higher than 0.7, and the communalities are greater than 0.5. It represents that the bus passenger satisfaction evaluation index system is highly reliable and valid, and the design is reasonable. Research provided support for the future to carry out quantitative bus satisfaction evaluations, improve the services level, and the satisfaction of urban public transport.