Evaluation Method of Ground Bus Service Quality Based on SERVQUAL Model

As an effective way to relieve urban traffic congestion, public transport has been attracting much attention. However, the quality of ground bus service in most cities in China is low, the passengers are not satisfied, which leads to the decrease of the share rate of bus passenger flow. Based on the questionnaire survey data, this paper constructed a ground bus service quality evaluation system from the perspective of passenger perception, determined four analysis dimensions of comfort, convenience, security, and reliability, and 14 second-level evaluation indexes, and determined the weight of each index by expert survey method and analytic hierarchy process. Then, the SERVQUAL service quality evaluation model was built to skillfully quantify service quality indicators. Finally, the paper took the public transport in Jiaozuo city of Henan province as an example to verify that the service evaluation model can effectively reflect the service quality of ground public transport.


  • English

Media Info

  • Media Type: Web
  • Pagination: pp 3423-3433
  • Monograph Title: CICTP 2020: Transportation Evolution Impacting Future Mobility

Subject/Index Terms

Filing Info

  • Accession Number: 01766511
  • Record Type: Publication
  • ISBN: 9780784483053
  • Files: TRIS, ASCE
  • Created Date: Dec 9 2020 3:05PM