基于SERVPERF模型的公共自行车服务质量评价研究  

Evaluation of Public Bicycle Service Quality Based on SERVPERF Model

作　　者：马书红[1] 马金磊 王元庆[1] 韩笋生[2] MA Shuhong;MA Jinlei;WANG Yuanqing;HAN Sunsheng(School of Highway,Chang＇an University,Xi＇an 710064,Shaanxi,P.R.China;Deptartment of Architecture,Construction ＆ Planning,University of Melbourne,Melbourne,VIC 3010,Australia)

机构地区：[1]长安大学公路学院,陕西西安710064 [2]墨尔本大学建筑建设与规划系

出　　处：《重庆交通大学学报（自然科学版）》2018年第12期98-104,共7页Journal of Chongqing Jiaotong University(Natural Science)

基　　金：国家社会科学基金项目(16BJY117)

摘　　要：以使用者对公共自行车系统关注因素的重要程度为基础,结合公共自行车自身特性和影响使用者选择的相关因素建立相应的服务评价体系。通过问卷调查的形式,将SERVPERF模型与IPA法相结合以评价西安市公共自行车服务质量,结果显示问卷的信度和效度可靠,居民对西安市公共自行车系统服务基本满意;利用灰色关联度分析对分区服务质量进行较为客观的评价并排序,为公共自行车系统服务质量的改善提供建议。Based on the was importance degree of users＇ attention to public bicycle system, a corresponding service established by combining the characteristics of public bicycle and the related factors that affected users＇ choice. Through the form of questionnaire, the SERVPERF model was combined with IPA method to evaluate the service questionnaire a the same time quality of Xi＇an public bicycle. The results able; the passengers are basically satisfied with the service of p reliability and validity of the ublic bicycle system in Xi＇an. At and rank the objectively, which provides suggestions for improving the service quality of public bicycle system.

关 键 词：交通工程 公共自行车系统 服务质量评价 SERVPERF模型 IPA法 灰色关联度分析 

分 类 号：U491.225[交通运输工程—交通运输规划与管理]