A Survey On The Status Quo Of Public Transportation Service And A Study On The Improvement Of Service Level Of Shenzhen

With the economic development and improvement of living standards, people expect higher and higher quality of city transportation service, especially better regular public transportation service. One of the challenges that the public transportation service operators and the concerned managerial authorities are facing is how to define feasible and effective solutions to improve quality of service. Therefore, research in this area, esp. on public transportation service satisfaction measurement theory and methodology has significant theoretical and practical value to promote city public transportation development and to continuously improve the quality of service. In this article, with assessment and evaluation the dual satisfaction of the bus passengers and the drivers (crew) in Shenzhen, I am putting forward my suggestions on how to improve the quality of service in the public transportation industry in Shenzhen.At the very beginning, I summarize the key findings from domestic and overseas researches on public transportation service and quality improvement. Then, I explain the background of selecting this subject and its possible contributions. From there, I set up the theoretical foundation for this paper and define the research scope and technology roadmap.In the second part, I illustrate the sample volume of passengers and crews respectively, as well as the survey approach I apply to. Then I explore data and research methods needed for establishing a service quality index system in Shenzhen public transportation service industry. Following this, I formulate a research model on passenger satisfaction (fee Nile model) and an assessment model on crew satisfaction (including5input variables i.e. work itself, and3output variable). Assessment Index Systems are also defined for the two models.In the end, I analyze all the critical information I collected from the sample survey and summarize the general current satisfaction situation by categories of passengers and crew. With evaluating the result, I finally design a solution to improve the public transportation quality of service.