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.
Highlights
Customer satisfaction with the public transport system has practical significance for the related decision-making departments
It is necessary to grasp the key factors in the trip process of public transit through bus passenger satisfaction evaluation and improve the public transport service level, enhancing the attraction of public transportation and promoting the sustainable development of urban traffic
By the survey design, stratified sampling was used to select 100 bus lines as samples to evaluate the satisfaction of bus service quality in Beijing
Summary
Customer satisfaction with the public transport system has practical significance for the related decision-making departments. Feng et al [14] used the structural equation method to establish a model to analyze the relationship among urban rail transit service quality, passenger satisfaction, and loyalty. Based on data from customer satisfaction surveys of the public bus conducted by the Transport Consortium of Granada, Rocio and Juan [15] used classification tree techniques to clarify the factors that have a noteworthy impact on service quality. In the process of evaluating the quality of service, classification and regression tree approach [23] or decision trees and neural networks [24] are useful tools for identifying the characteristics that most influence the overall service quality from a customer satisfaction survey. Improving the service quality of bus and enhancing the sustainability of bus in urban transport development are our ultimate target
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