公交运行服务质量评价指标体系探讨  

Evaluation Architecture Discussion of Route-Level Transit Service Quality

作　　者：杨晓光[1] 安健[1] 刘好德[2] 滕靖[1] 张栋[2] 

机构地区：[1]同济大学交通运输工程学院 [2]同济大学土木工程学院,上海200092

出　　处：《交通运输系统工程与信息》2010年第4期13-21,共9页Journal of Transportation Systems Engineering and Information Technology

基　　金：国家自然科学基金重点资助项目(70631002);国家自然科学基金资助项目(50908173);国家重点基础研究发展计划资助项目(2006CB705505)

摘　　要：为了从服务学的视角准确考量公交系统运行服务的质量,本文基于交通调查和系统采集数据,通过统计分析解析了公交系统运行服务的过程和出行者出行的内在特性;基于对出行策略的定义,分析了出行者出行对时间、成本与体能消耗三方面的预算对其出行决策的影响;探讨了公交运行服务质量评价的系统边界,以价值、能耗与信息为基本维度,提出了评价公交运行服务质量的三维体系架构;最后分析提出三大预算对于从公交出行生理因素和心理过程两个基础层面揭示出行行为机理,是从乘客对服务感知视角对公交运行服务质量进行评价的更为客观有效的手段.In this research, travelers＇ responses to transportation service according to their budgets on travel time, money and energy expenditure are studied based on the analysis of intrinsic characteristics of transportation service and travelers. A new perspective of evaluating the route-level transit service quality, which is distinguished from that of network-level, is discussed with recommended system architecture, established based on value, energy expenditure, and information dimensions. Finally, suggestions of future work is given, in which, paying more at- tention to the ergonomic and psychological perspectives of travel issue is encouraged for revealing travel behavior from a more fundamental level, as well as providing theoretical support to the evaluation of transit service quality from passengers＇ perception.

关 键 词：交通工程 公共交通 服务质量 乘客感知 评价指标体系 

分 类 号：U491.1[交通运输工程—交通运输规划与管理]