基于乘客感知的公交服务质量影响因素分析

摘要

应用改进的SERVQUAL模型,结合二项Logistic模型,对宜昌市公交乘客感知服务质量的影响因素进行了研究.结果表明在运用Logistic模型进行回归分析时,采用不同的临界值作为划分感知服务质量等级的标准会对回归分析结果产生一定的影响,但影响宜昌市公交乘客感知服务质量的主要因素在不同临界值下是一样的,它们分别是乘坐公交车的安全性、公交车的票价、步行到站点的便利程度.而司乘人员的服务态度、公交系统信息化设施的完备性对宜昌市公交乘客感知服务质量的影响较小.并基于研究结果提出了公交服务改善策略.%Abstract:The paper analyzes the factors affecting bus service quality based on passenger perception in Yichang City by applying the advanced SERVQUAL model and Binary Logistic model.The results show that the regression conclusions of the Binary Logistic model are affected by the different thresholds,which is used to divide the level of perception service quality.However,the main factors affecting bus service quality based on passenger perception in Yichang are the same under different thresholds,which are bus safety,ticket price and convenience of walking to bus station.Factors,including kindness of bus driver and conductor,bus information technology,have little influence on the perception of service quality.Finally,some improvement strategies for bus service quality are put forward based on the research results.