Author(s)

Shen Jinxing & Li Wenquan

Abstract

This paper presents a satisfaction evaluation method to give an insight into the relationships among passenger backgrounds, perceptions and satisfaction for public transit (PT) service. Firstly, we proposed a systematic evaluation system and deduced a calculation model to demonstrate the critical factors that affect passenger satisfaction. Secondly, a targeted survey was conducted among passengers in Maanshan. 680 passengers in total from 10 bus lines were chosen, from whom 520 questionnaires were effective. In addition, IBM SPSS statistics 19.0 version was introduced to calculate passenger satisfaction. The result shows that, passengers with different backgrounds and trip purposes have different perceptions and expectations of PT service. Moreover, the layout of bus stops and the quality of PT service exert an influence on passengers in some degree as well. Therefore, considering the limited urban resources in developing countries, these features should be taken seriously while implementing the relative schemes to improve PT service.

Keywords

service satisfaction, passenger background, questionnaire survey, binary logistic regression.