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Author:

Weng, Jiancheng (Weng, Jiancheng.) (Scholars:翁剑成) | Di, Xiaojian (Di, Xiaojian.) | Wang, Chang (Wang, Chang.) | Wang, Jingjing (Wang, Jingjing.) | Mao, Lizeng (Mao, Lizeng.)

Indexed by:

SSCI Scopus SCIE

Abstract:

As an important part of urban public transport, bus service quality is an important factor affecting the choice of passenger travel mode. This paper constructs a set of satisfaction evaluation indicator systems from the perspective of passenger perception, covering the whole travel process. It is composed of 6 first-level indexes (timeliness, safety, convenience, comfort, reliability and economy) and 21 second-level indexes. Considering the scale of bus service in Beijing, this research carried out a stratified sampling on 100 bus lines and collected 3012 field questionnaire surveys. The basic information of the bus routes investigated, demographic questions and their opinions of the satisfaction of the bus service were all recorded in the questionnaire. After testing the reliability and validity of the indicator system, the paper proposes a satisfaction evaluation model weighted by the related coefficient. The results show that overall satisfaction score is 78.2 and the proportion of bus passengers who are satisfied with the bus service nearly 70%. Multivariate analysis of variance methods were employed to evaluate the satisfaction influencing factors. Conclusions can be drawn that the satisfaction score of timeliness is lowest, which is mainly influenced by three factors: the passenger's age, travel purpose and time. The research provides positive contributions toward normalizing performance evaluation for public transportation and enhancing the sustainable development of bus.

Keyword:

passenger satisfaction evaluation matrix bus service quality public transport influencing factors

Author Community:

  • [ 1 ] [Weng, Jiancheng]Beijing Univ Technol, Beijing Key Lab Traff Engn, Beijing 100124, Peoples R China
  • [ 2 ] [Di, Xiaojian]Beijing Univ Technol, Beijing Key Lab Traff Engn, Beijing 100124, Peoples R China
  • [ 3 ] [Wang, Chang]China Aerosp Sci & Ind Corp, Beijing 100000, Peoples R China
  • [ 4 ] [Wang, Jingjing]Beijing Municipal Transportat Operat Coordinat Ct, Beijing Municipal Commiss Transport, Beijing 100000, Peoples R China
  • [ 5 ] [Mao, Lizeng]Beijing Municipal Transportat Operat Coordinat Ct, Beijing Municipal Commiss Transport, Beijing 100000, Peoples R China

Reprint Author's Address:

  • [Di, Xiaojian]Beijing Univ Technol, Beijing Key Lab Traff Engn, Beijing 100124, Peoples R China

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Source :

SUSTAINABILITY

Year: 2018

Issue: 8

Volume: 10

3 . 9 0 0

JCR@2022

ESI Discipline: ENVIRONMENT/ECOLOGY;

ESI HC Threshold:203

JCR Journal Grade:3

Cited Count:

WoS CC Cited Count: 19

SCOPUS Cited Count: 40

ESI Highly Cited Papers on the List: 0 Unfold All

WanFang Cited Count:

Chinese Cited Count:

30 Days PV: 7

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