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Article

A Bus Service Evaluation Method from Passenger’s Perspective Based on Satisfaction Surveys: A Case Study of Beijing, China

1
Beijing Key Laboratory of Traffic Engineering, Beijing University of Technology, Beijing 100124, China
2
China Aerospace Science & Industry Corp., Beijing 100000, China
3
Beijing Municipal Commission of Transport, Beijing Municipal Transportation Operations Coordination Center, Beijing 100000, China
*
Author to whom correspondence should be addressed.
Sustainability 2018, 10(8), 2723; https://doi.org/10.3390/su10082723
Received: 10 July 2018 / Revised: 24 July 2018 / Accepted: 26 July 2018 / Published: 2 August 2018
As an important part of urban public transport, bus service quality is an important factor affecting the choice of passenger travel mode. This paper constructs a set of satisfaction evaluation indicator systems from the perspective of passenger perception, covering the whole travel process. It is composed of 6 first-level indexes (timeliness, safety, convenience, comfort, reliability and economy) and 21 second-level indexes. Considering the scale of bus service in Beijing, this research carried out a stratified sampling on 100 bus lines and collected 3012 field questionnaire surveys. The basic information of the bus routes investigated, demographic questions and their opinions of the satisfaction of the bus service were all recorded in the questionnaire. After testing the reliability and validity of the indicator system, the paper proposes a satisfaction evaluation model weighted by the related coefficient. The results show that overall satisfaction score is 78.2 and the proportion of bus passengers who are satisfied with the bus service nearly 70%. Multivariate analysis of variance methods were employed to evaluate the satisfaction influencing factors. Conclusions can be drawn that the satisfaction score of timeliness is lowest, which is mainly influenced by three factors: the passenger’s age, travel purpose and time. The research provides positive contributions toward normalizing performance evaluation for public transportation and enhancing the sustainable development of bus. View Full-Text
Keywords: public transport; passenger satisfaction; evaluation matrix; influencing factors; bus service quality public transport; passenger satisfaction; evaluation matrix; influencing factors; bus service quality
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MDPI and ACS Style

Weng, J.; Di, X.; Wang, C.; Wang, J.; Mao, L. A Bus Service Evaluation Method from Passenger’s Perspective Based on Satisfaction Surveys: A Case Study of Beijing, China. Sustainability 2018, 10, 2723. https://doi.org/10.3390/su10082723

AMA Style

Weng J, Di X, Wang C, Wang J, Mao L. A Bus Service Evaluation Method from Passenger’s Perspective Based on Satisfaction Surveys: A Case Study of Beijing, China. Sustainability. 2018; 10(8):2723. https://doi.org/10.3390/su10082723

Chicago/Turabian Style

Weng, Jiancheng; Di, Xiaojian; Wang, Chang; Wang, Jingjing; Mao, Lizeng. 2018. "A Bus Service Evaluation Method from Passenger’s Perspective Based on Satisfaction Surveys: A Case Study of Beijing, China" Sustainability 10, no. 8: 2723. https://doi.org/10.3390/su10082723

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