Study On The Service Quality Evaluation System Of The Urban And Rural Passenger Transport

With speeding up of urbanization and development of integration of urban and ruralpassenger transport, more and more high quality is required to urban and rural passengertransport service. How to evaluate urban and rural passenger transport service qualityeffectively and develop a practical and feasible improvement measures is an urgent theory andapplication research subject. To establish a set of scientific and rational service qualityevaluation system of urban and rural passenger transport, and to analyze and evaluate urbanand rural passenger transport service quality systematic have important significance toimprove our country’s urban and rural passenger transport service quality.Influence factors of urban and rural passenger transport service quality are analyzed.Combining with the characteristics and construction principle of urban and rural passengertransport index system, a survey questionnaire was designed. The survey questionnaire iscomposed of5primary indexes with high frequency in practical work and34secondaryindexes. Investigations have been done in Nanjing, LiShui, Liyang, Changzhou, Taizhou,Jingjiang, Suzhou of Jiangsu province and in Xian of Shaanxi province. Validity test,reliability test and factor analysis of data are done by SPSS18.0software, the evaluation indexof urban and rural passenger transport service quality are determined finally——5primaryindexes and corresponding26secondary indexes, primary indexes are urban and ruralpassenger transport management, urban and rural passenger stations, urban and ruralpassenger transport network facilities, urban and rural passenger vehicles, urban and ruralpassenger transport operations. In order to determine evaluation index weights，the improvedgrey related degree which combines qualitative and quantitative is selected by comparison,and the evaluation index system is established. Fuzzy comprehensive evaluation method isadopted to establish the appraisal model of urban and rural passenger transport service quality.Taking xi’an as an example, the solution could accurately show the practical situation, Itremarks the established model is scientific, reasonable and feasible.