Group Differences And Improvement Of Public Transit Passenger Satisfaction For Service Quality

The popularity of the car has brought a series of problems such as traffic congestion,air pollution,energy consumption,traffic accidents and social injustice.Developing the public transport preferentially is considered to be one of the most effective ways to alleviate many traffic problems,save social resources and promote the sustainable development of urban transport.In the context of creating a "bus city",it is necessary to enhance the quality of public transport services,and improve the public transit competitiveness in the passenger traffic mode effectively.However,at the present,due to the imperfect of public transit hardware service facilities,the restriction of management and technical level,the level of public transport services is not high,the passengers' satisfaction with the public transit still needs to be improved.And,with the construction of rail transit promoted vigorously,the proportion of public transport is facing a further reduction of the risk.It is of great practical significance to study the satisfaction of public transit passengers.In this paper,the public transit passengers in Wuhan are divided into three groups: the student group,the general office worker group and the free leisure group.The nonparametric KW test is used to qualitatively analyze the satisfaction degree of different groups of public transit passengers in Wuhan.In addition,the multi-group structural equation model and customer satisfaction theory are used to quantitatively analyze the differences of satisfaction level of public transit passengers groups in Wuhan.The results show that the satisfaction of the students group are the lowest,the general office workers are followed,and the satisfaction of the free leisure group are the highest.Although there are great differences in the satisfaction degree between the student group and the free leisure group,there are a little differences in the demand and perception for public transit services,However,the differences of the satisfaction between the office workers and the free leisure population are the smallest,but the demand and perception of the service quality of the two groups are very different.In addition,with the three-factor theory of satisfaction,this paper discusses the advantages and disadvantages of the satisfaction factor quality attribute classification method.This paper compares the applicability and reliability of the method of dichotomous dummy variable regression and the method of adjusting variable regression based on the data of Wuhan.The expert and passenger scoring method is used to verify that the method of adjusting variable regression is more suitable for classifying the attributes of satisfaction factor.Then,the adjusted variable regression model is used to classify the attributes of public transit satisfaction factor and the differences of quality attributes between groups.Generally,the satisfaction factors of the office workers belong to the basic factor.The free leisure and the student groups have the basic factors and the performance factors.Through the analysis,it is most potential to improve the satisfaction of the free and leisure group,and the office workers group are opponent.At last,in order to improve the public transit passenger satisfaction of Wuhan,the paper puts forward the Attributes-Performance Analysis sorting method(APA)to propose the improvement measures combining the groups' classification of satisfactory factors and the Importance-Performance Analysis sorting method(IPA).By comparing the IPA method and the APA method to improve the public transit satisfaction in Wuhan,it is found that the improvement measures of public transit satisfaction put forward by APA are more in line with the status quo of public transit operation in Wuhan.Bus companies of Wuhan should first focus on improving the indicators of car capacity,waiting time in peak hours and the whole time.