The Research For Evaluation Index And Countermeasures Of Service Quality In The Conventional Public Transport

Urban Public Traffic is one essential part of the infrastructure construction in thecity.“Public Transport Priority” has been the mainstream and best choice for relievingthe traffic jam in cities. However, because the lag in management and technology, it hasresulted in the the low, even bad, level of bus service and more and more complaintsfrom passengers. Meanwhile, in the light of the lag in management and technology,enterprises of public transport have suffered a great loss. Although enterprises of publictransport have devoted a lot to the important issues they think, it has been onlyminimally effective and passengers are still unsatisfied. The current state of publictransport has a severe impact on the daily life of people and the development of cities,so the instant improvement is required.According to analyze the current state of development about the conventionalpublic transport at home and abroad, the thesis, based on the theory system about theconventional public transport, holds that it is necessary to give scientific evaluation onthe index system of service quality if people want to have a thorough understandingabout the current state of service quality among conventional public transport. Therefore,based on the founding principles of conventional public transport evaluating indexsystem, this thesis analyze the conventional public transport system, the theory ofservice quality and the theory of comprehensive evaluation, establishing variousevaluation systems of12indexes which includes safety, convenience, economy, speed,promptness, coziness. Meanwhile, this thesis has comprehensively applied expertinvestigation method and entropy method to determining the index weight of evaluationsystems. To provide theoretical basis for government and the decision-making sectionsin the enterprises of public transport, found on DEA with AHP restraint cone, itcombines data envelopment analysis and analytic hierarchy process to build model onconventional public transport evaluating index system and evaluate the service qualityof conventional public transportation.This thesis, which finally chooses the conventional public transport in the maincity zones of Chongqing as the subjects of this study, takes advantage of the evaluatingmodel to validate. Therefore, according to the study, this thesis presents the evaluatingresult about the service quality in the main city zones of Chongqing and finds out themain problems among the development of Chongqing conventional public transport, proposing relevant policies and suggestion for improving the service quality ofChongqing conventional public transport.