乘客差异化需求对公交出行满意度的影响.docx

赵琳娜，王 炜，季彦婕，范 瑞(东南大学交通学院，江苏 南京 210096)摘要：中国对于公交出行满意度的研究主要集中在服务质量指标的制定、乘客意向信息采集等方面，对出行满意度的影响因素缺少深入分析。结合安徽省铜陵市居民公交出行意向调查数据，对通 勤乘客和非通勤乘客的公交出行服务需求特征进行分析。在此基础上构建结构方程模型，探究乘客 公交出行满意度的影响因素。模型结果表明，通勤乘客更重视公交服务的经济性、便捷性和可达 性，而非通勤乘客更重视可靠性和舒适性；经济性和可达性需求对通勤乘客满意度有显著积极影 响，而便捷性、可靠性和舒适性需求对所有公交乘客满意度均有显著消极影响。由此，针对两类乘 客分别提出提升公交出行满意度的措施。 关键词：公共交通；出行服务需求；结构方程模型；出行满意度；影响因素；通勤乘客；非通勤 乘客Impact of Diversified Passenger Demand on Transit SatisfactionZhao Linna, Wang Wei, Ji Yanjie, Fan Rui(College of Transportation, Southeast University, Nanjing Jiangsu 210096, China)Abstract: Previous studies on transit satisfaction in China mainly focus on the establishment of service quality indicators and collection of passengers’ stated preferences, but rarely investigate the affecting fac- tors. Based on the stated preference survey of residents’ transit travel in Tongling, Anhui, this paper ana- lyzes the characteristics of transit service demand for commuters and non-commuters. A structural equation model is developed to investigate the factors affecting passenger transit satisfaction. Results show that com- muters pay more attention to the economic efficiency, convenience and accessibility of transit service; while non- commuters more focus on reliability and travel comfort. Demands for economic efficiency and accessibility exhibit a significantly positive impact on the satisfaction of commuters; while demands for convenience, reliability and comfort demonstrate a significantly negative impact on all passengers. Finally, the paper proposes measures to improve the satisfaction for both types of passengers.Keywords: public transit; travel service demand; structural equation model; travel satisfaction; affecting factors; commuters; non-commuters收稿日期：2013-10-29基金项目：国家重点基础研究发展规划项目计划(973 计划)项目“公交主导型多方式交通网络的协 同机理与耦合理论”(2012CB725400)作者简介：赵琳娜(1989— )，女，江苏靖江人，硕士，主要研究方向：城市公共交通、多方式网络 效能评估。E-mail: mailto:zlncg789@163.comzlncg789@163.com乘 客 差 异化需 赵求 琳对 娜公交 王出 炜行满 季意 彦度 婕的影 范响 瑞0 引言质量低，而低峰时段承载率不足的现象[1]。对公交运营服务的评估通常