Research On Bus Passenger Terminal Service Quality Evaluation Based On Customer Perception Theory

China is accelerating the pace of the shift from traditional to modern service. How to measure the quality of services effectively has become a service focused on issues of concern. With the progressive increase in passenger’s demand for quality and competition pressure from high speed rail, trains, intercity rail and other modes of passenger transportation, car passenger transportation industry faces unprecedented challenges. How to establish scientific and reasonable service quality evaluation methods to improve the service quality of bus passenger terminal and to make car passenger transportation industry gain lasting competitive advantage in market competition, having been one of challenges for the car passenger transportation industry.This paper focus on evaluation of service quality of automobile passenger station, based on the theory of customer perceived service quality and SERVQUAL scale, combined with the characteristics of bus passenger service in China and its present service quality evaluation, reference to the SERVQUAL scale, establishing a network of 6 dimensions, 30 index of bus passenger service quality assessment scale, through which to get the gap between passengers to the Terminal service quality expectations and perception measured the quality of service indirectly. Papers used factor analysis, main components analysis and statistics method on research to get data for statistics analysis, on service quality evaluation volume table in the of index for streamlined, eventually obtaining car passenger station service quality evaluation volume table containing 26 indexes and extraction of 6 a public factor(that evaluation volume table of 6 a dimension degrees) respectively named for tangibility, and comfortable, and reliability, and security, and responsive and empathy. Last assessment scales will be used in the construction of SZ bus station, concluding that passengers on the passenger service quality expectations and the gap between the perceived value through weighted calculations, and use the IPA method to analyze and evaluate the quality of the station’s service. Based on the evaluation results, "Obtain the core competitive advantage,clear subject, looking for gaps in service quality, the consolidation of hardware facilities" and other suggestions have been put forward for improvement.